Help Desk Technician - Tier 2 (MSP)

Solvere One

Virginia

Hybrid

USD 60,000 - 75,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

401K

Healthcare benefits

Dental

Vision

Paid vacation

Job summary

Solvere One is seeking a Help Desk Technician Tier 2 at our Dulles, Virginia headquarters. The role focuses on resolving Tier 2 incidents, interacting with clients daily, and escalating to Tier 3 as needed.

Strong communication and documentation skills are required to maintain high service levels in a fast-paced MSP environment. The candidate will support Windows and macOS desktops, Office 365, Google Workspace, and mobile devices, while collaborating with the Service Delivery Manager to ensure

Qualifications

Experience diagnosing and resolving Tier 2 incidents in a call center environment.
Proficiency with Windows and macOS desktop support, and Office 365 / Google Workspace administration.
Excellent communication skills and ability to document resolutions clearly.

Responsibilities

Diagnose and resolve Tier 2 incidents for PC software/hardware and network issues in a call center.
Provide one-on-one end-user resolution over the phone for approved PC software.
Configure and install end-user PC hardware, software, and peripherals.
Diagnose and resolve network/printer, email, internet, and app problems.
Coordinate timely repair under third-party maintenance.
Perform minor desktop hardware repairs not covered by warranties.
Create detailed resolution documentation.
Record time and keep documentation up to date in PSA in real time.
Identify and escalate Tier 3 incidents promptly.

Skills

Tier 2 help desk

Windows OS

macOS

Office 365

Google Workspace

Mobile device support

Multi-factor authentication

Tools

ConnectWise Manage

ConnectWise Automate

IT Glue

Sophos

Job description

About the Company

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 One focuses 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.

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

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