Help Desk Technician - Tier 2 (MSP)

Solvere One; Dulles Town Center (VA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

401K

PPO healthcare

Dental

Vision

Paid vacation

Job summary

Solvere One, headquartered in Dulles, VA, seeks a Help Desk Technician Tier 2 to support end users and resolve complex incidents. You will field, diagnose, and resolve Tier 2 issues, escalate to Tier 3 when needed, and document solutions for knowledge base. Remote client interactions and strong communication are essential.

This full-time salaried role reports to the Service Delivery Manager. Benefits include 401K, healthcare, dental, vision, and paid vacation; salary range $60,000–$75,000 per

Qualifications

• Identifies, diagnoses and resolves Tier 2 incidents for PC software/hardware and network issues; communicates solutions to end users.
• Provides one-on-one end-user problem resolution over the phone.
• Configures end-user PC hardware, software and peripherals.
• Diagnoses and resolves email, Internet and third-party app problems.
• Coordinates timely repair of PC equipment with third-party vendors.
• Documents resolutions in PSA system in real time.
• Escalates Tier 3 incidents as needed.

Responsibilities

• Field incidents via phone and email escalated from Tier 1.
• Resolve Tier 2 issues and route Tier 3 requests.
• Remotely interact with clients daily.
• Create detailed technical documentation.
• Maintain time tracking and documentation in PSA.

Skills

Tier 2 support

PC hardware

PC software

Network troubleshooting

Documentation

Time tracking

Tools

IT Glue

Sophos

Job description

Opening

Solvere One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere Onefocuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth while reducing the cost of IT ownership. Weprovide executive-level, white-glove support.

Solvere One has an open position for a Help Desk Technician, Tier 2, to provide support from our Dulles, Virginia headquarters. The duties of the position include fielding incidents via phone and email escalated from Tier 1 technicians. Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other requests on to Tier 3 technicians.

Employees will be expected to remotely interact with clients daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required.

Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment.

This role reports to the Service Delivery Manager.

Position Requirements:

Examples of essential duties are interpreted as being descriptive and not restrictive.

• Identifies, diagnoses, and resolves Tier 2 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.


• Provides one-on-one end-user problem resolution over the phone for company-approved Personal Computer (PC) software.


• Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals.


• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems.


• Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements.


• Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements.


• Create detailed technical documentation for resolutions of issues.


• Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time.


• Identifies, documents and escalates all Tier 3 incidents in a timely manner.

Required Technical Experience:

• Microsoft Windows Desktop OS installation and support


• Apple / Mac Desktop OS installation and support


• Microsoft Office 365 administration and support


• Google Workspace administration and support


• iPhone / Android troubleshooting


• Multi-factor Authentication configuration and support

Preferred Technical Experience:

• IT Glue


• Sophos suite of solutions

This is a full-time, salaried position. Salary commensurate with experience.

Salary Range: $60,000 - $75,000 Salary/Year

• Benefits include: 401K, PPO healthcare, dental, vision, paid vacation, etc.