Hybrid MSP Help Desk Tech II – Grow with Certifications

ACTS360; Town of Florida (NY); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Health Plan (Medical, Dental & Vision)

Retirement Plan (401k)

Life Insurance

Paid Time Off (Vacation, Sick)

Training & Development

Job summary

ACTS360 is seeking an MSP Help Desk Technician II in Plant City, FL with hybrid work options. This intermediate-level role provides second-level support for a wide range of software, hardware, and network systems, delivering professional customer service.

You will escalate to proper resources, participate in projects, document tickets, and pursue IT certificates such as Azure Administrator Associate, Google Professional Chrome Enterprise Administrator, WatchGuard, or CCNA.

Qualifications

• Strong written and verbal communication skills.
• Basic understanding of computer systems, networks, and troubleshooting techniques.
• Ability to work independently and as part of a team.
• Authorized to work in the United States.
• In-office or on-site presence during regular business hours (Mon-Fri, 8 AM - 5 PM).

Responsibilities

• Active participation in the Help Desk 2 phone queue.
• Provide second-level contact to end users in a clear and professional manner.
• Receive and address escalated tickets from Help Desk Technician 1s.
• Participate in project activities.
• Identify and redirect urgent tickets to the appropriate resources.
• Work through assigned tickets and enter appropriate time entries.
• Troubleshoot and resolve end user or infrastructure technical issues.
• Demonstrate advanced knowledge of workstation and servers.
• Demonstrate advanced knowledge of networks and network equipment.
• Demonstrate advanced knowledge of application and Cloud-based services.
• Follow up with customers and see problems through to resolution.
• Ensure proper recording, documentation, and closure of ticket information.
• Maintain awareness of ongoing issues and be proactive in customer notification.
• Recommend modifications or improvements to client environments.
• Preserve and grow your knowledge of Help Desk procedures, products, and services.
• Onsite dispatching as needed or directed.
• Active participation in the On Call rotation.

Skills

Communication skills

Teamwork

Troubleshooting

Customer service

Lift IT equipment

Education

Certifications (CompTIA / Microsoft)

Tools

ConnectWise Manage PSA

NinjaRMM

Windows OS / Office 365

WatchGuard / Cisco Meraki / Ubiquiti

Job description

ACTS360 is seeking an MSP Help Desk Technician II in Plant City, FL with hybrid work options. This intermediate-level role provides second-level support for a wide range of software, hardware, and network systems, delivering professional customer service.

You will escalate to proper resources, participate in projects, document tickets, and pursue IT certificates such as Azure Administrator Associate, Google Professional Chrome Enterprise Administrator, WatchGuard, or CCNA.