IT Help Desk Technician Tier 2 (MSP):
We are national Managed and Cloud Services Provider who has been in business since 1986. We serve as a full-service IT department for many clients or provide specialized expertise to complement and enhance in-house teams where needed. Our current opening is a full-time, permanent IT Help Desk Technician Tier 2 (MSP) who will split time between working from home and supporting clients located in downtown Tampa.
The IT Help Desk Technician Tier 2 (MSP) primary responsibility will be to ensure proper computer operation so that end users can accomplish business tasks. We are seeking a highly professional individual with strong aptitude in OS, Repairs, Spyware removal, Virus removal, hardware/software configuration, troubleshooting and upgrades.
Previous MSP experience is required for the IT Help Desk Technician Tier 2 (MSP) role.
IT Help Desk Technician Tier 2 (MSP) Essential Duties and Responsibilities:
- Monitor and respond quickly and effectively to requests received through the IT Service Desk
- Field incoming requests to the Service Desk to ensure courteous, timely and effective
- Resolution of end user issues.
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
- Modify configurations, utilities, software default settings, etc. for the local computer device
- Utilize and maintain the Service Desk PSA and RMM
- Utilize and become proficient with core technologies
- Document internal procedures
- Evaluate documented resolutions and help contribute to the resolutions library. -Develop help sheets and FAQ lists for end users.
- Assist with onboarding of new users
- Analyze trends for ways to prevent future problems and alert management to emerging trends in incidents.
- Provide a consistent level of professional and considerate support to our clients in an effort to develop and maintain relationships of trust and open communication.
- Assist in PC setup and deployment for new employees using standard hardware, images and software.
- Monitor progress on Service Desk dashboard toward company milestones, and ongoing task completion.
IT Help Desk Technician Tier 2 (MSP) Salary + Benefits:
- Health, Dental, and Vision 100% covered
- Hybrid WFH
- 401(k) with company match
- Bi-Annual performance based bonuses
- Performance goal plan
- Certification reimbursement
- PTO
