Tier II Service Desk

Flex Technology Group; Baltimore (MD); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid work option after 90 days

Job summary

Flex Technology Group is seeking a Tier 2 Service Desk professional in Maryland to escalate and resolve complex IT issues, with a focus on network infrastructure and cybersecurity concerns. You will support Tier 1, mentor junior technicians, and ensure stable IT operations.

Ideal candidates will have strong communication skills, 1+ year in IT service/Help Desk, and experience with Microsoft 365. A hybrid work option is available after 90 days, with travel to client sites as required.

Qualifications

• High School diploma or equivalent required.
• 1+ year experience on IT Service/Help Desk.
• Valid Driver's License and reliable transportation.
• 1+ year experience with Microsoft 365 Suite.

Responsibilities

• Respond to and resolve incoming service requests via phone, email, or tickets.
• Troubleshoot and resolve escalated tickets and guide users.
• Communicate clearly with technical and non-technical audiences.
• Document time entries and maintain ticket accuracy.
• Interact with Managed IT department and vendors as needed.
• Mentor Tier 1 Technicians.

Skills

Help Desk

Microsoft M365

Customer Service

Written & Verbal Communication

Education

High School Diploma or equivalent

Tools

ConnectWise

Autotask

Networking basics

Job description

Company Overview

Flex Technology Group is t he largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. We are service and solutions professionals, providing support to clients of all sizes and industries from coast to coast . Our vast support network and unique proprietary technology make us more than Best-in-Class - we're in a class of our own .

Description

Position Title: Tier 2 Service Desk

Job Number:

Career Level: Mid

Location: In Person

Department: MITS

Reports To: MITS Operations Manager

FLSA Status: Non-Exempt

EEO Code: 3 Technicians

Original Creation Date: 5/ 1 8/2025

Revision Date: N/A

Company Overview

Flex Technology Group is t he largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. We are service and solutions professionals, providing support to clients of all sizes and industries from coast to coast . Our vast support network and unique proprietary technology make us more than Best-in-Class - we're in a class of our own .

Position Summary

The Tier 2 Service Desk role plays a critical part in the IT support structure, serving as the escalation point for complex technical issues unresolved by Tier 1. This role is responsible for advanced troubleshooting and resolution of escalated support tickets, with a specialized focus on network infrastructure and cybersecurity concerns, ensuring the stability, security, and efficiency of IT operations.

Essential Functions And R Esponsibilities

• Respond to and resolve incoming service requests via phone, email, or ticketing system in a professional and timely manner
• Assess, troubleshoot and resolve all escalated and higher-level service tickets
• Guide users through step-by-step solutions and provide clear communication in both technical and non-technical language.
• Ensure a high level of customer communication and satisfaction
• Effective and consistent documentation of time entries associated with service tickets
• Interact and communicate with all levels and roles of the Managed IT department
• Interact with and manage vendor relationships in troubleshooting scenarios
• Document Technical Solution and Procedures
• Mentor and Support Tier 1 Technicians

Qualifications And E Xperience

Minimum Qualifications:

• High School Diploma or equivalent
• 1+ Year Experience on IT Service / Help Desk
• Travel to customer sites will be required, so a Valid Driver's License and reliable transportation are required
• Strong written and verbal communication skills
• 1+ Year experience with Microsoft M365 Suite

Preferred Qualifications

• A+, Network+ or Security+ Certifications
• Experience with Connectwise or Autotask Ticketing Systems
• Moderate understanding of network theory and operations

Supervisory R esponsibilities

This position has no supervisory responsibilities.

Physical R equirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical requirements for performing the essential functions of this position require the employee to be able to:

• Able to life 25 pounds
• Ability to drive
• Sit, stand, walk, and reach .
• Hear well enough to communicate with others .
• Read a computer screen and written material .
• Write, type, and use phone system .

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions .

Work Environment

Good working environment with the absence of disagreeable conditions. The noise level in the work environment is usually moderate. Travel to client sites may be required from time to time. Hybrid work option available after initial 90 days and contingent on objective performance goals.

Disclaimer

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. The job description does not constitute an employment contract or guarantee of employment. The organization reserves the right to hire, fire, or discipline the employees at its discretion.

EEO Statement

Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.