(MSP) Help Desk Technician - Tier 2

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

A Managed Service Provider in Virginia is looking for a Help Desk Technician - Tier 2 to provide remote support. The ideal candidate will diagnose and resolve technical issues and provide assistance over the phone and email. Skills in Microsoft and Apple OS, as well as Microsoft Office 365, are required. This is a full-time, salaried position with benefits including healthcare and 401K.

Qualifications

• Identifies, diagnoses, and resolves Tier 2 incidents for users of personal computer software and hardware.
• Provides one-on-one end-user problem resolution over the phone for company-approved PC software.
• Creates detailed technical documentation for issue resolutions.
• Willingness to work in a fast-paced MSP setting in Dulles, VA.

Responsibilities

• Field incidents via phone and email escalated from Tier 1 technicians.
• Responsible for resolving all Tier 2 issues.
• Coordinate timely repair of PC equipment covered by third-party vendor maintenance agreements.
• Escalate Tier 3 incidents promptly and maintain technical documentation.

Skills

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

Tools

Windows OS

Mac OS

Office 365

Google Workspace

PSA Platform

IT Glue

Sophos

Mobile device troubleshooting

Job description

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SolveOne 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. We provide executive-level, white-glove support.

Opening

SolveOne 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.

  Benefits include: 401K, PPO healthcare, dental, vision, paid vacation, etc.