Remote Tier 2 Help Desk Tech – MSP IT Support

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

Solvere One, headquartered in Dulles, VA, seeks a Help Desk Technician Tier 2 to support end users and resolve complex incidents. You will field, diagnose, and resolve Tier 2 issues, escalate to Tier 3 when needed, and document solutions for knowledge base. Remote client interactions and strong communication are essential.

This full-time salaried role reports to the Service Delivery Manager. Benefits include 401K, healthcare, dental, vision, and paid vacation; salary range $60,000–$75,000 per

Qualifications

• Identifies, diagnoses and resolves Tier 2 incidents for PC software/hardware and network issues; communicates solutions to end users.
• Provides one-on-one end-user problem resolution over the phone.
• Configures end-user PC hardware, software and peripherals.
• Diagnoses and resolves email, Internet and third-party app problems.
• Coordinates timely repair of PC equipment with third-party vendors.
• Documents resolutions in PSA system in real time.
• Escalates Tier 3 incidents as needed.

Responsibilities

• Field incidents via phone and email escalated from Tier 1.
• Resolve Tier 2 issues and route Tier 3 requests.
• Remotely interact with clients daily.
• Create detailed technical documentation.
• Maintain time tracking and documentation in PSA.

Skills

Tier 2 support

PC hardware

PC software

Network troubleshooting

Documentation

Time tracking

Tools

IT Glue

Sophos

Job description

Solvere One, headquartered in Dulles, VA, seeks a Help Desk Technician Tier 2 to support end users and resolve complex incidents. You will field, diagnose, and resolve Tier 2 issues, escalate to Tier 3 when needed, and document solutions for knowledge base. Remote client interactions and strong communication are essential.

This full-time salaried role reports to the Service Delivery Manager. Benefits include 401K, healthcare, dental, vision, and paid vacation; salary range $60,000–$75,000 per