Senior Service Desk Technician II: Advanced IT Support

VIRTUMARC, Inc.; Tampa (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

A managed services provider in Tampa seeks a Tier II Service Desk Technician to provide advanced technical support and serve as the primary escalation point for Tier I issues. The role entails resolving complex desktop and network problems while mentoring Tier I technicians. Ideal candidates will have at least two years of experience in IT support, solid troubleshooting skills, and relevant certifications. This position offers an opportunity to maintain client's environments and enhance service delivery.

Qualifications

• Minimum two years of relevant experience in managed services or internal IT support.
• Strong understanding of IT service delivery principles.
• Understanding of CAT5/CAT6 wiring standards.

Responsibilities

• Provide advanced support for Microsoft business applications and operating systems.
• Resolve escalated Tier I issues.
• Conduct root cause analysis of recurring incidents.
• Manage WAN, LAN, and network devices.

Skills

Advanced troubleshooting and diagnostic skills

Strong interpersonal skills

Customer service skills

Ability to manage multiple tasks

Intermediate networking knowledge

Wireless security knowledge

Active Directory administration

Education

Associate degree or equivalent professional experience

CompTIA A+ or equivalent foundational certification

Cisco CCNA or equivalent networking certification

Job description

A managed services provider in Tampa seeks a Tier II Service Desk Technician to provide advanced technical support and serve as the primary escalation point for Tier I issues. The role entails resolving complex desktop and network problems while mentoring Tier I technicians. Ideal candidates will have at least two years of experience in IT support, solid troubleshooting skills, and relevant certifications. This position offers an opportunity to maintain client's environments and enhance service delivery.