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Job Description
Position Title:
Tier 2
Service Desk Job Number:
Career Level Mid Location:
In Person Department:
MITS Reports To:
MITS Operations Manager FLSA Status:
Non-Exempt EEO Code:
3
Technicians Original Creation Date:
5/18/2025
Revision Date:
N/A Company Overview Flex Technology Group is the largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. We are service and solutions professionals, providing support to clients of all sizes and industries from coast to coast. Our vast support network and unique proprietary technology make us more than Best-in-Class - we're in a class of our own. Position Summary The Tier 2 Service Desk role plays a critical part in the IT support structure, serving as the escalation point for complex technical issues unresolved by Tier 1. This role is responsible for advanced troubleshooting and resolution of escalated support tickets, with a specialized focus on network infrastructure and cybersecurity concerns, ensuring the stability, security, and efficiency of IT operations. Essential Functions and R esponsibilities Respond to and resolve incoming service requests via phone, email, or ticketing system in a professional and timely manner Assess, troubleshoot and resolve all escalated and higher-level service tickets Guide users through step-by-step solutions and provide clear communication in both technical and non-technical language. Ensure a high level of customer communication and satisfaction Effective and consistent documentation of time entries associated with service tickets Interact and communicate with all levels and roles of the Managed IT department Interact with and manage vendor relationships in troubleshooting scenarios Document Technical Solution and Procedures Mentor and Support Tier 1 Technicians Qualifications and E xperience
Minimum Qualifications:
High School Diploma or equivalent 1+ Year Experience on IT Service / Help Desk Travel to customer sites will be required, so a Valid Driver's License and reliable transportation are required Strong written and verbal communication skills 1+ Year experience with Microsoft M365
Suite Preferred Qualifications:
A+, Network+ or Security+ Certifications Experience with Connectwise or Autotask Ticketing Systems Moderate understanding of network theory and operations Supervisory R esponsibilities This position has no supervisory responsibilities. Physical R equirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical requirements for performing the essential functions of this position require the employee to be able to: Able to life 25 pounds Ability to drive Sit, stand, walk, and reach. Hear well enough to communicate with others. Read a computer screen and written material. Write, type, and use phone system. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions . Work Environment Good working environment with the absence of disagreeable conditions. The noise level in the work environment is usually moderate. Travel to client sites may be required from time to time. Hybrid work option available after initial 90 days and contingent on objective performance goals. Disclaimer This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. The job description does not constitute an employment contract or guarantee of employment. The organization reserves the right to hire, fire, or discipline the employees at its discretion. EEO Statement Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training. 3/26/2024 Page 1 | 1
