Service Desk Analyst (Tier 2) (Ohio)

VTG; Maumee (OH); On-site; USD 46,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Paid time off

Job summary

Virtual Technologies Group (VTG) is seeking a Service Desk Analyst (Tier 2) in a hybrid role based in Maumee, OH. You will log, track, and resolve incidents via ITSM platforms such as ConnectWise, ServiceNow, or Jira Service Management, while delivering clear updates to users.

Responsibilities include remote/phone support, virus removal, AD Entra ID and Office 365 management, and mentoring Tier 1 staff. A strong customer-service mindset and IT certifications are preferred.

Qualifications

• Relevant IT certifications or proof of formal IT training.
• Strong verbal and written communication to explain technical information clearly.
• Experience using IT Service Management (ITSM) systems such as ConnectWise, ServiceNow, or Jira Service Management.
• 2 years previous customer service experience.
• Ability to quickly solve problems.
• Flexibility in a dynamic work environment.
• Multitasking and completing projects on schedule.

Responsibilities

• Log, track, and resolve incidents using ITSM systems and ensure SLA compliance.
• Provide clear, professional communication with end users, with progress updates.
• Troubleshoot and resolve computer issues remotely and over the phone.
• Proactively monitor tickets to prevent larger issues, focus on P1 and VIP tickets.
• Identify and remove viruses, malware, and browser infections.
• Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
• Setup and configuration of Microsoft Office products and other software.
• Monitor and fix issues related to customer backups.
• Escalate tickets to Tier 3 as needed; back up Tier 1 on phones and tickets.
• Mentor and support Tier 1 Help Desk Technicians.

Skills

CompTIA A+

CompTIA Network+

Microsoft 365

ITIL

Communication skills

ITSM systems

Customer service

Problem solving

Education

IT certifications or formal IT training

Tools

ConnectWise

ServiceNow

Jira Service Management

Job description

Job Title: Service Desk Analyst (Tier 2)

Company: Virtual Technologies Group (VTG)

Location: Hybrid, Maumee OH

Reports To: Service Desk

Department: Managed Services

Travel: N/A

Position Type: Full-Time

Employee Type: Hourly
Compensation Range: $45,760-$50,000 / $22.00 – $24.03 DOE

Company Overview

Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.

Position Overview

The T2 Service Desk Analyst Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. While support is primarily performed through remote methods. The Tier 2 role will ensure that issues can be resolved on a first touch/phone call

Day-To-Day Duties and Responsibilities

• Utilize IT Service Management (ITSM) systems (e.g., ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents, ensuring accurate documentation and SLA compliance.
• Provide clear, professional communication with end users, both written and verbal, to ensure technical issues are explained and progress updates are transparent.
• Troubleshoot and resolve computer-related issues with end users remotely and over the phone.
• Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends.
• Identify and remove viruses, malware, and browser infections.
• Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
• Setup and configuration of Microsoft Office products and many other software products.
• Monitor and fix issues related to customer backups.
• Handle issues in an organized fashion through a ticketing system with regular customer updates.
• Communicate with coworkers to escalate tickets to Tier 3 Technicians as needed.
• Back up Tier 1 on the phones and tickets as needed.
• Training, mentoring, and supporting T1 Help Desk Technicians.

Minimum Qualifications

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365, ITIL) or proof of formal IT training.
• Strong verbal and written communication skills with the ability to communicate technical information clearly to non-technical users.
• Experience using IT Service Management (ITSM) systems such as ConnectWise, ServiceNow, or Jira Service Management.
• 2 years previous customer service experience.
• Excellent with oral and written communication.
• Ability to quickly solve problems.
• Flexibility in a dynamic work environment.
• Multitasking and completing projects according to their scheduled deadlines.

Preferred Qualifications

CompTIA Certifications are a plus

Why Join Us?

At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.

Join a team that values innovation, collaboration, and professional development. Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview:

VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

EEO Statement:

VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact [e-mail].