MSP - Sr. Helpdesk / Support Desk IT Support

Technical Analyst II (Sr. Helpdesk Support)•

IT MSP D2

Integrated Solutions is looking to add an experienced managed services tech support analyst to our team. This position will provide advanced information systems technical support for intermediate to complex customer issues as an escalation point from Level 1 support. Duties include, but are not limited to, answering questions or resolving computer, network, server, virtualization, and IT problems for clients in person, via telephone, or electronically. The candidate should possess strong expertise in troubleshooting network infrastructure (including firewalls, access points, and switches), basic troubleshooting of server and virtualization environments, and in-depth troubleshooting of Microsoft 365 and cloud security services. They will handle escalated technical needs, own accountability for day-to-day completion of helpdesk technical items/tickets, and contribute to the execution of projects under the guidance of senior technical staff. Technical Answer/process end user (customer) inquiries regarding intermediate to advanced IT issues/requests, including escalated tickets from Level 1 support, and provide effective resolutions. Perform in-depth troubleshooting, maintenance, and support of network infrastructure, including firewalls, switches, routers, and wireless access points. Conduct basic troubleshooting, maintenance, and support of server and virtualization infrastructure (e.g., Hyper-V, VMware, on-premises servers). Provide advanced troubleshooting and support for Microsoft 365 services (e.g., Exchange Online, Teams, SharePoint, Intune) and cloud security solutions (e.g., Defender, conditional access, MFA). Troubleshoot, maintain, and support foundational computer systems and endpoints, including desktops, laptops, operating systems, productivity applications, and endpoint security. Create issue tickets, track time, and thoroughly document all issue resolution efforts within PSA software. Lead or assist in the execution and delivery of technical projects, providing guidance to Level 1 staff as needed. Document processes and solutions for recurring issues to enhance team knowledge and efficiency. Maintain and update customer infrastructure documentation, including credentials, network diagrams, server configurations, virtualization setups, Microsoft 365 tenants, and general customer information. Identify opportunities to improve service team delivery practices, mentor junior staff, and communicate recommendations to management. Continually advance technical expertise through hands-on experience, collaboration with senior staff, and pursuit of relevant certifications (e.g., Microsoft 365, networking, or virtualization-related). Soft Skills Ownership, Accountability, Communication, Customer Service, Customer Satisfaction, Self-Awareness (know what you don't know), Initiative, Thoroughness Be able to work successfully in a collaborative team environment Need to understand B2B relationship between service provider and customer account Understanding that technical services is a revenue generating product for D2 and that there is a direct relationship with the delivery of this job and revenue for the business Understanding that "end users" are customers. And understanding that help desk support is D2's customer service team.

• 8:30
• 5•Monday•Friday (4 Days in Office in Oreland PA, Friday WFH) •

Job Type:

Full-time Pay:

$60,000.00

• $85,000.

00 per year

Benefits:

Health insurance Paid time off Retirement plan Vision insurance

Experience:

MSP:

1 year (Required) Help desk: 3 years (Required)

Work Location:

In person