Level II Help Desk

Computer Business Solutions, Inc.; Fort Lauderdale (FL); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) match

Job summary

Computer Business Solutions, a South Florida MSP, seeks a front-line help desk specialist to provide remote and on-site technical support for our client base. You will resolve issues, implement known fixes, and document tickets to help operations run smoothly.

Join a collaborative team and contribute to high-quality customer service. The role is on-site in Fort Lauderdale with benefits including health insurance, PTO, and 401(k) matching.

Qualifications

• Solid multi-tasking and prioritizing skills.
• Strong written and verbal communication.
• Experience in a team environment.
• Professional level knowledge of Windows environments.

Responsibilities

• Provide remote and on-site technical assistance to users.
• Document and follow up on service tickets in Halo PSA or similar.
• Assist in reviewing problems and determining solutions.

Skills

Team player

Customer service

Windows workstations

Documentation

Office apps

Networking basics

CRM ticketing

Remote/onsite support

De-escalation

Telephone/Email communication

Tools

Halo PSA

IT Glue/IT BOOST

Unifi/NIC hardware

DNS/SonicWall basics

Job description

Frontline support for inbound customer support requests for our client base. Work to resolve technical issues that our clients face with their day-to-day operations. Implement and document known issues in customer environments. Work as a part of a full help desk team to provide our clients with the absolute best level of customer service that we can.

• Provide remote and on-site technical assistance to users on various types of service requests; coordinate with technical staff when problems require additional analysis or assistance.
• Document and follow-up on service tickets using Hola PSA or Similar.
• Assist in reviewing and analyzing problems and determining solutions.

Qualifications and Skills

• Provide remote and on-site technical assistance to users on various types of service requests; coordinate with technical staff when problems require additional analysis or assistance.
• Document and follow-up on service tickets using Halo PSA or similar
• Assist in reviewing and analyzing problems and determining solutions
• Professional level experience in being a part of a team
• Professional level experience in Microsoft Windows Workstation Environment (IE. Windows 10, Win 11 Pro)
• Professional level experience in Customer Service
• Working knowledge of documentation
• Working knowledge of Microsoft Office Applications
• Working knowledge of Microsoft Windows Server Environment
• (IE. Windows Server 2016, 2019, 2022)
• Working knowledge of basic networking equipment and protocols
• (IE. SonicWall, Unifi, DNS)
• Basic understanding of Ticketing CRM Systems
• Remote Management (RMM Tools Experience
• Basic understanding of IT Glue/IT BOOST
• Ability to de-escalate a customer for a team member
• Ability to determine client needs via phone/email communication
• Expert level in basic troubleshooting

Professional knowledge of Microsoft Windows Server Environment

• Ability to Implement / Configure / Deploy Servers
• Ability to troubleshoot more advanced services

Professional knowledge of basic networking equipment and protocols

Working knowledge of VPNs (SSL, GVC, Site-2-Site)

Working knowledge of LANs/WANs

Working knowledge of Unifi Controller

Professional knowledge of documentation

Requirements

• Candidate must have solid multi-tasking, troubleshooting, prioritizing, and follow-up skills.
• Respond to clients’ needs in a timely, professional manner.
• Provide guidance and technical support to current business customers.
• Strong written and verbal communication skills.
• Must have own vehicle with valid Driver’s License.
• Local Candidates
• Office Position On Site (No Remote)
• Occasional Weekend Support (On Call Rotati
• Competitive salary (based on experience)
• Health insurance
• Paid time off and holidays
• Professional development and certification support
• 401(k) with company match (if applicable)

Why Join Us

• Work with a collaborative and technically strong team
• Exposure to diverse technologies and client environments
• Opportunities for career growth within the MSP organization

Compensation: $50,000.00 - $55,000.00 per year

South Florida's Most Customer Focused Managed IT Support Company

About Computer Business Solutions

Since 1992, Computer Business Solutions has provided IT support with a more personal feel to South Florida small businesses. We believe in the golden rule and treat our customers the way we would want to be treated if we were in their shoes.

Mission Statement

Computer Business Solutions' mission is to provide exceptional IT support and service to small and medium-sized businesses, enabling them to operate efficiently and effectively in today's digital landscape. We strive to build long-term partnerships with our clients, understand their unique needs, and deliver tailored solutions that drive success. Our goal is to be a trusted advisor, deliver unparalleled service and support, and help our clients achieve their goals.