Tier 2 Help Desk Technician - Elevate IT Support

Solvere One; Virginia; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

401K

Healthcare benefits

Dental

Vision

Paid vacation

Job summary

Solvere One is seeking a Help Desk Technician Tier 2 at our Dulles, Virginia headquarters. The role focuses on resolving Tier 2 incidents, interacting with clients daily, and escalating to Tier 3 as needed.

Strong communication and documentation skills are required to maintain high service levels in a fast-paced MSP environment. The candidate will support Windows and macOS desktops, Office 365, Google Workspace, and mobile devices, while collaborating with the Service Delivery Manager to ensure

Qualifications

• Experience diagnosing and resolving Tier 2 incidents in a call center environment.
• Proficiency with Windows and macOS desktop support, and Office 365 / Google Workspace administration.
• Excellent communication skills and ability to document resolutions clearly.

Responsibilities

• Diagnose and resolve Tier 2 incidents for PC software/hardware and network issues in a call center.
• Provide one-on-one end-user resolution over the phone for approved PC software.
• Configure and install end-user PC hardware, software, and peripherals.
• Diagnose and resolve network/printer, email, internet, and app problems.
• Coordinate timely repair under third-party maintenance.
• Perform minor desktop hardware repairs not covered by warranties.
• Create detailed resolution documentation.
• Record time and keep documentation up to date in PSA in real time.
• Identify and escalate Tier 3 incidents promptly.

Skills

Tier 2 help desk

Windows OS

macOS

Office 365

Google Workspace

Mobile device support

Multi-factor authentication

Tools

ConnectWise Manage

ConnectWise Automate

IT Glue

Sophos

Job description

Solvere One is seeking a Help Desk Technician Tier 2 at our Dulles, Virginia headquarters. The role focuses on resolving Tier 2 incidents, interacting with clients daily, and escalating to Tier 3 as needed.

Strong communication and documentation skills are required to maintain high service levels in a fast-paced MSP environment. The candidate will support Windows and macOS desktops, Office 365, Google Workspace, and mobile devices, while collaborating with the Service Delivery Manager to ensure