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# Helpdesk Technician - Tier II

- **Company:** Diverse CTI, Inc.
- **Location:** Oklahoma City, OK, United States
- **Salary:** $52,000.0 - $58,240.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Multitier Architecture, Microsoft Windows, Computer Programming, Dynamic Host Configuration Protocol, Domain Name System (DNS), Trunking, Networking Basics, Remote Service Software, Virtual Local Area Networks, Firewalls (Computer Science)
- **Published:** May 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a65fe320d207b7c2

## About the Role

Do you have experience in Windows?, * Strong customer service and communication skills

 * Highly organized with strong attention to detail
 * Ability to multitask, prioritize, and operate in a fast-paced environment
 * Ability to remain calm and make sound decisions under pressure
 * Ability to create clear and concise Knowledge base entries for educating technicians

Working knowledge of:

 * Windows workstation troubleshooting
 * Microsoft 365 / Entra ID
 * User account and access issues
 * Remote support tools
 * Intermediate/Advanced Networking (DNS, DHCP, Trunking, VLANs)
 * Basic/Intermediate Firewall programming

Preferred Qualifications

 * Experience in an MSP environment, preferably as a Tier 1 Helpdesk
 * Tier 1 / Tier 2 support experience
 * Experience with ConnectWise Manage or similar PSA platforms
 * Experience with Watchguard Firewalls
 * Experience with UCaaS platforms

What Success Looks Like

 * Issues are resolved without unnecessary escalation
 * Project Tickets are cleared Quickly
 * SLAs are consistently met
 * Clients receive clear, proactive communication
 * Continued education of a Fast growing environment

This role is suited for someone who can manage highly technical tickets and respond to the corresponding issues with expediency.

## Description

We are seeking a Helpdesk Tier 2 technician to support daily service delivery across our help desk and maintain escalation requests. This role combines hands-on technical support, hands on research, and independent time management.

You will be responsible for managing the helpdesk technicians, resolving escalated technical issues directly, and ensuring a high level of service for our clients.

Key Responsibilities

 * Monitor ticket SLAs, assess priority, and assist if emergent issues occur
 * Provide technical support for escalated end-user issues (workstations, Microsoft 365, user access, basic networking, printers, connectivity)
 * Escalate complex issues to senior engineers with clear documentation and follow-up
 * Coordinate with Dispatch for complex onsite issues, while managing helpdesk technician calendars
 * Identify and service bottlenecks, and assist senior team in bringing issues to light
 * Maintain accurate ticket notes, statuses, and documentation within ConnectWise Manage
 * On call rotation once a month to assist after hours emergent issues.


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