IT Technician - Full Time - 2+yrs Experience

Job Overview:

Our number one goal is to make our clients exceptionally happy, and every member of our team plays a role in achieving that. As a Help Desk Technician Level 2, you'll handle escalated support requests, mentor junior technicians, and deliver advanced troubleshooting to ensure clients have outstanding experience. You'll be the go-to resource for complex technical issues that can't be resolved by Level 1 support, while also contributing to projects and continuous improvement efforts. When needed, you'll work closely with the Technical Support Lead for guidance and escalation support. Employment is dependent on a satisfactory background check.

RESPONSIBILITIES & TASKS CUSTOMER SERVICE

Work on and resolve escalated Helpdesk Tickets Provide advanced remote troubleshooting and hardware support Deliver a friendly, quick, and helpful client experience

TICKETING SYSTEM

Use our ticketing system to manage and resolve service requests Record and document all work thoroughly Keep client documentation updated and accurate Split multi-issue tickets into individual cases for proper tracking Ensure tickets remain active and are never left "stale"

MONITORING & MANAGEMENT TOOL

Review the RMM dashboard and remediate issues per established processes Monitor scheduled/automated tasks and ensure successful execution

PROJECT WORK

Occasionally assist the project team with on-site or remote project delivery when additional resources are required

COMMUNICATION, REPORTING & RISK

Escalate tickets to the Technical Support Lead when necessary Submit timesheets and expense reports per SOPs Identify, communicate, and mitigate potential risks to the Technical Support Lead and Operations Manager

TEAMWORK

Mentor Junior Help Desk Technicians Follow schedules set by leadership and adhere to SOPs for recurring tasks Support all security policies and maintain vigilance for security issues Identify opportunities for improvement and suggest constructive changes Contribute to innovation and continuous improvement efforts Perform additional duties as assigned by leadership

SKILLS AND ATTRIBUTES REQUIRED

Strong problem-solving mindset and a passion for tackling challenges Excellent communication skills and active listening abilities Advanced understanding of support tools, techniques, operating systems, business applications, printing systems, and network environments Skilled in diagnosing end-user hardware/software and network device issues Extensive experience with Microsoft 365 platform Ability to type quickly and accurately while speaking on the phone Deep commitment to delivering a high-quality client experience Ability to communicate technical information clearly to both technical and non-technical users Adaptability to the fast-paced IT environment Professional IT certifications: (CompTIA A+ & CompTIA Network+ (required) DESIRED Experience using a ticketing system, RMM tools, and PSA software Experience providing remote support Prior experience handling technical service tickets CompTIA Linux+ & Microsoft 365 certifications (preferred) ITIL Foundation certification a plus Client experience certifications (e.g., Helpdesk Habits) Previous experience in an MSP or IT support business

Job Type:

Full-time Pay:

$20.00

• $24.

50 per hour

Benefits:

Paid time off

Work Location:

In person IT Technician

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• $24.50 an hour

•

Full-time Job Overview:

Our number one goal is to make our clients exceptionally happy, and every member of our team plays a role in achieving that. As a Help Desk Technician Level 2, you'll handle escalated support requests, mentor junior technicians, and deliver advanced troubleshooting to ensure clients have outstanding experience. You'll be the go-to resource for complex technical issues that can't be resolved by Level 1 support, while also contributing to projects and continuous improvement efforts. When needed, you'll work closely with the Technical Support Lead for guidance and escalation support. Employment is dependent on a satisfactory background check.

RESPONSIBILITIES & TASKS CUSTOMER SERVICE

Work on and resolve escalated Helpdesk Tickets Provide advanced remote troubleshooting and hardware support Deliver a friendly, quick, and helpful client experience

TICKETING SYSTEM

Use our ticketing system to manage and resolve service requests Record and document all work thoroughly Keep client documentation updated and accurate Split multi-issue tickets into individual cases for proper tracking Ensure tickets remain active and are never left "stale"

MONITORING & MANAGEMENT TOOL

Review the RMM dashboard and remediate issues per established processes Monitor scheduled/automated tasks and ensure successful execution

PROJECT WORK

Occasionally assist the project team with on-site or remote project delivery when additional resources are required

COMMUNICATION, REPORTING & RISK

Escalate tickets to the Technical Support Lead when necessary Submit timesheets and expense reports per SOPs Identify, communicate, and mitigate potential risks to the Technical Support Lead and Operations Manager

TEAMWORK

Mentor Junior Help Desk Technicians Follow schedules set by leadership and adhere to SOPs for recurring tasks Support all security policies and maintain vigilance for security issues Identify opportunities for improvement and suggest constructive changes Contribute to innovation and continuous improvement efforts Perform additional duties as assigned by leadership

SKILLS AND ATTRIBUTES REQUIRED

Strong problem-solving mindset and a passion for tackling challenges Excellent communication skills and active listening abilities Advanced understanding of support tools, techniques, operating systems, business applications, printing systems, and network environments Skilled in diagnosing end-user hardware/software and network device issues Extensive experience with Microsoft 365 platform Ability to type quickly and accurately while speaking on the phone Deep commitment to delivering a high-quality client experience Ability to communicate technical information clearly to both technical and non-technical users Adaptability to the fast-paced IT environment Professional IT certifications: (CompTIA A+ & CompTIA Network+ (required) DESIRED Experience using a ticketing system, RMM tools, and PSA software Experience providing remote support Prior experience handling technical service tickets CompTIA Linux+ & Microsoft 365 certifications (preferred) ITIL Foundation certification a plus Client experience certifications (e.g., Helpdesk Habits) Previous experience in an MSP or IT support business

Job Type:

Full-time Pay:

$20.00

• $24.

50 per hour

Benefits:

Paid time off

Work Location:

In person