MSP - Help Desk Level II LOCAL CANDIDATES ONLY

Responsibilities and Duties

Frontline support for inbound customer support requests for our client base. Work to resolve technical issues that our clients face with their day-to-day operations. Implement and document known issues in customer environments. Work as a part of a full help desk team to provide our clients with the absolute best level of customer service that we can.

• Provide remote and on-site technical assistance to users on various types of service requests; coordinate with technical staff when problems require additional analysis or assistance.
• Document and follow-up on service tickets using Hola PSA or Similar.
• Assist in reviewing and analyzing problems and determining solutions.

Qualifications and Skills

• Provide remote and on-site technical assistance to users on various types of service requests; coordinate with technical staff when problems require additional analysis or assistance.
• Document and follow-up on service tickets using Halo PSA or similar
• Assist in reviewing and analyzing problems and determining solutions
• Professional level experience in being a part of a team
• Professional level experience in Microsoft Windows Workstation Environment (IE. Windows 10, Win 11 Pro)
• Professional level experience in Customer Service
• Working knowledge of documentation
• Working knowledge of Microsoft Office Applications
• Working knowledge of Microsoft Windows Server Environment
• (IE. Windows Server 2016, 2019, 2022)
• Working knowledge of basic networking equipment and protocols
• (IE. SonicWall, Unifi, DNS)
• Basic understanding of Ticketing CRM Systems
• Remote Management (RMM Tools Experience)
• Basic understanding of IT Glue/IT BOOST
• Ability to de-escalate a customer for a team member
• Ability to determine client needs via phone/email communication
• Expert level in basic troubleshooting

Professional knowledge of Microsoft Windows Server Environment

• Ability to Implement / Configure / Deploy Servers
• Ability to troubleshoot more advanced services

Professional knowledge of basic networking equipment and protocols

Working knowledge of VPNs (SSL, GVC, Site-2-Site)
Working knowledge of LANs/WANs
Working knowledge of Unifi Controller
Professional knowledge of documentation

Requirements

• Candidate must have solid multi-tasking, troubleshooting, prioritizing, and follow-up skills.
• Respond to clients needs in a timely, professional manner.
• Provide guidance and technical support to current business customers.
• Strong written and verbal communication skills.
• Must have own vehicle with valid Drivers License.
• Local Candidates
• Office Position On Site (No Remote)
• Occasional Weekend Support (On Call Rotation)

Compensation & Benefits

• Competitive salary (based on experience)
• Health insurance
• Paid time off and holidays
• Professional development and certification support
• 401(k) with company match (if applicable)

Why Join Us

• Work with a collaborative and technically strong team
• Exposure to diverse technologies and client environments
• Opportunities for career growth within the MSP organization