MSP Tier II Help Desk Technican

Solvere One; Dulles Town Center (VA); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated Onsite Help Desk Technician to provide exceptional support to clients. This role involves resolving Tier 1 and Tier 2 issues, assisting with hardware setup, and working closely with users in a dynamic environment. The ideal candidate will possess strong communication skills and a proactive approach to problem-solving. Join a forward-thinking company that values professionalism and offers a comprehensive benefits package, including healthcare and retirement plans. This is a fantastic opportunity for those looking to advance their career in IT support while making a significant impact on client satisfaction.

Benefits

401K

PPO Healthcare

Dental Insurance

Vision Insurance

Paid Vacation

Qualifications

• Experience in diagnosing and resolving Tier 1 and Tier 2 incidents.
• Ability to provide excellent user support in a fast-paced environment.

Responsibilities

• Field incidents via phone and email from client users.
• Resolve Tier 1 and Tier 2 issues and assist with hardware setup.
• Create detailed technical documentation for issue resolutions.

Skills

Verbal Communication

Written Communication

Problem Solving

Self-Motivation

Tools

Microsoft Windows Desktop OS

Apple / Mac Desktop OS

Microsoft Office 365

ConnectWise Manage

ConnectWise Automate

IT Glue

Sophos Solutions

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

Opening

Solvere One has an open position for an Onsite Help Desk Technician to provide support to one of our clients located in Houston, TX. The duties of the position include fielding incidents via phone and email from client users. The Onsite Help Desk Technician is responsible for resolving all Tier 1 and Tier 2 issues and passing all other requests on to Tier 3 technicians. The technician will also work on projects assigned by internal client IT staff.

Employee will be expected to interact with users onsite 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 1 and 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 for company-approved Personal Computer (PC) software
• Delivers, tags, sets 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
• Creates 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
• Updates and maintains hardware inventory
• Provides audio/visual support for conference and training room equipment

Required Technical Experience:

• Microsoft Windows Desktop OS installation and support
• Apple / Mac Desktop OS installation and support
• Microsoft Office 365 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.

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

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

Internet Publishing