Remote Tier 2 Help Desk Specialist – MSP IT Support

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

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.