Helpdesk Technician - Tier II

Job 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. Required Qualifications 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.

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person

Pay:

$25.00 - $28.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person