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 in Dulles, Virginia is seeking a Help Desk Technician Tier 2 to field and resolve tier 2 incidents escalated from Tier 1. The role requires strong communication, problem-solving, and a customer-focused approach from a headquarters-based support center.

You will manage Windows and Mac desktop issues, administer Office 365 and Google Workspace, troubleshoot mobile devices, and document resolutions in PSA while coordinating with Tier 3 when needed.

Qualifications

• Experience in Tier 2 help desk or higher support roles.
• Strong verbal and written communication skills.
• Ability to document resolutions clearly in PSA systems.

Responsibilities

• Identify, diagnose, and resolve Tier 2 incidents for PC software/hardware, network, and peripherals.
• Provide one-on-one end-user support over the phone or email.
• Coordinate with Tier 3 for escalations and document outcomes.
• Maintain timely ticket updates and technical documentation.

Skills

Windows support

Mac support

Office 365 admin

Google Workspace admin

Mobile device support

MFA configuration

Job description

Opening

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

• 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.