Help Desk Technician - Tier 2 (MSP)

Solvere One; Virginia, Northern (MN, KY); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

401K

PPO health care

Dental

Vision

Paid vacation

Job summary

Solvere One, a Virginia-based MSP, seeks a Help Desk Technician Tier 2 at our Dulles headquarters. You will handle Tier 2 incidents via phone and email, resolve issues, and escalate to Tier 3 when needed.

You’ll interact with clients remotely on a daily basis, requiring professionalism and clear written and verbal communication. The role emphasizes PC and network support, Office 365 and Google Workspace administration, mobile device troubleshooting, MFA setup, and documentation in PSA systems.

Qualifications

• Excellent verbal and written communication skills.
• Experience in Tier 2 help desk or similar environment.
• Ability to diagnose and resolve incidents in Windows/Mac environments.
• Familiarity with Office 365 and Google Workspace administration.

Responsibilities

• Resolve Tier 2 incidents for users of PC software and hardware.
• Provide one-on-one end-user problem resolution over the phone.
• Configure and deploy end-user PC hardware, software, and peripherals.
• Diagnose and resolve network, email, and third-party application problems.
• Coordinate repair of PC equipment under vendor maintenance agreements.
• Create detailed technical documentation for resolutions.
• Track time and update records in PSA in real time.
• Escalate Tier 3 incidents as appropriate.

Skills

Verbal communication

Written communication

Tools

ConnectWise Manage

ConnectWise Automate

IT Glue

Sophos suite

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:

• 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:

• ConnectWise Manage
• ConnectWise Automate
• 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.