Tier 2/3 Help Desk Technician

Title:

Help Desk Technician Tier 2/3

Location:

Warwick, RI (Onsite) Full Time Salaried Tier 2 / Tier 3 Helpdesk Technician About the Role We are seeking experienced IT support professionals to join our team in a Tier 2/Tier 3 Helpdesk capacity. The ideal candidates are comfortable handling the full spectrum of Tier 1 support while confidently stepping into more complex infrastructure, networking, and systems administration tasks. This role is hands-on and varied — no two days look the same. Key Responsibilities

• Serve as escalation point for Tier 1 tickets; resolve complex end-user issues efficiently
• Administer and maintain Windows Server environments (patching, configuration, monitoring)
• Diagnose and debug software, hardware, and system-level issues across the environment
• Manage and support hosting and virtualization platforms (VMware, Hyper-V, or equivalent)
• Administer network infrastructure including switches, routers, and firewall rule management
• Troubleshoot and resolve peripheral issues (printers, scanners, peripherals, AV equipment)
• Perform break/fix support for desktops, laptops, and associated hardware
• Execute basic SQL queries for troubleshooting, data validation, and reporting support
• Document resolutions, maintain knowledge base articles, and update ticketing system
• Collaborate with senior engineers on infrastructure projects and deployments Required Qualifications
• 3+ years of experience in a Helpdesk, Desktop Support, or Systems Administrator role
• Proficiency with Windows Server administration (2016/2019/2022)
• Hands-on experience with virtualization technologies (VMware ESXi, Hyper-V, or similar)
• Working knowledge of network administration: VLANs, DNS, DHCP, TCP/IP
• Experience configuring and managing firewalls (e.g., Fortinet, Cisco, SonicWall, pfSense)
• Demonstrated debugging and root-cause analysis skills across hardware and software
• Basic SQL proficiency: SELECT queries, joins, filtering data for troubleshooting purposes
• Strong communication skills with the ability to explain technical concepts to non-technical users Preferred Qualifications
• Industry certifications: CompTIA A+, Network+, Security+, Microsoft MCSA/MCSE, or equivalent
• Experience with Active Directory, Group Policy, and Azure AD
• Familiarity with ticketing platforms such as ServiceNow, ConnectWise, or Jira
• Exposure to backup and disaster recovery tools (Veeam, Datto, or similar)
• Experience in a Managed Service Provider (MSP) environment What We Offer
• Competitive salary commensurate with experience
• Health, dental, and vision benefits
• Professional development support and certification reimbursement
• Collaborative team environment with opportunities for growth into senior-level roles