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Job Description
Position:
Service Desk Technician - II (Full-Time)
Location:
Augusta, GA Description:
The Service Desk Technician II is a client-facing technical support professional responsible for delivering exceptional remote and onsite IT support to clients throughout Augusta, Georgia, and the surrounding areas. This role serves as a primary escalation point for complex technical issues and requires strong troubleshooting skills, excellent customer service, and the ability to work independently in a fast-paced Managed Service Provider (MSP) environment. The successful candidate will support a diverse client base across multiple industries and must be comfortable managing multiple priorities while maintaining a high level of professionalism and technical expertise.
Responsibilities:
The primary responsibilities for this position include, but are not limited to: Receive, prioritize, document, and manage incoming service requests through phone, email, ticketing systems, and internal channels. Troubleshoot, diagnose, and resolve Tier I and Tier II technical issues involving desktops, laptops, mobile devices, servers, networks, cloud services, and business applications. Serve as an escalation point for Tier I technicians and assist with advanced troubleshooting and issue resolution. Perform onsite support and project-related work as needed at client locations. Document all troubleshooting steps, resolutions, and client communications accurately within the PSA platform. Follow established service desk procedures, escalation processes, and documentation standards. Manage assigned tickets to completion while meeting service level agreements (SLAs) and response expectations. Proactively identify recurring issues and recommend solutions to improve client environments and service delivery. Assist with user onboarding and offboarding processes, including account management, device deployment, and access provisioning. Participate in after-hours support and on-call rotations as required. Collaborate with fellow technicians, engineers, and management to ensure a high level of client satisfaction.
Competencies:
Qualified candidates must meet the following job requirements: Ability to work in a fast-paced help desk environment. Ability to multi-task and prioritize work efficiently. High attention to detail and ability to work with others to resolve issues. Ability to maintain a courteous and professional rapport with clients, even in high-stress situations. Meet high corporate standards of attendance, work quality, and performance. Must have intermediate experience with the following: Computer hardware, software, and operating systems. / Entra ID and Group Policy. Installation and troubleshooting of peripheral devices and software. Must have basic experience with the following: Network concepts and services such as TCP/IP, DHCP, and DNS. Server hardware, software, and operating systems. Experience with any of the following is desired, but not required: Advanced network concepts such as Routing, Switching, NAT, and VPN. Cloud solutions such as Office 365, AWS, and Azure. Server applications and services such as SQL, RDS, and IIS.
Education, Experience, and Certifications:
Required:
Minimum of a High School Diploma or GED Minimum of 2 years of professional IT support experience Minimum of 1 year in a Tier II support role or equivalent experience At least one industry-recognized certification such as: CompTIA A+ CompTIA Network+ Microsoft Certification Cisco Certification Equivalent technical certification
Preferred:
Associate's Degree or higher in Information Technology or a related field Experience working for a Managed Service Provider (MSP) Experience with PSA and RMM platforms
Work Environment:
This position may be performed in-office, remotely, onsite at client locations, or through a hybrid arrangement based on business needs. The role requires extended periods of computer use, phone communication, and interaction with various technology systems and equipment. Occasional travel to client locations within the service area may be required. A valid driver's license and reliable transportation are preferred.
Expected Hours:
This is a full-time position for five, eight-hour workdays (40 hours) per week. A one-hour lunch break is provided but may not be at the same time each day. This position will also participate in an on-call rotation for after-hours and weekend support requests.
Benefits:
Health insurance Dental insurance Vision insurance Retirement plan Paid time off
Schedule:
Monday to Friday Day shift On call
Job Type:
Full-time Pay:
$45,000.00 - $65,000.00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance
