Helpdesk Technician Level 2

MSP Hire, Inc. • Warrensvl Hts, OH

432d • $75,000 - $75,000

About The Position

The Helpdesk Technician Level 2 role at our Ohio-based MSP company involves providing advanced technical support and handling escalations from junior helpdesk team members. This position is crucial for ensuring exceptional service delivery to clients, resolving technical issues, and supporting colleagues. The ideal candidate is a seasoned IT professional committed to service excellence and has the potential to grow into a Subject Matter Expert in their field.

Requirements

• 7+ years of IT support experience
• 5+ years of experience working with Windows Server OS, Active Directory/Group Policy/ DNS, Firewall config/troubleshooting, Switch config/troubleshooting (i.e. VLANs)
• Knowledgeable in networking LAN/WAN concepts, structure, and equipment - understand VLANs, configuring switches
• Advanced Firewall Troubleshooting experience

Responsibilities

• Take escalation tickets from the helpdesk
• Handle Tier 2 tickets including but not limited to: Network Issues / Outages
• Backup and Disaster Recovery Review / Maintenance
• Restores / Deploying Security Solution
• Review / Maintaining / Deploying MFA
• A/V SAT SIEM Business Application Support / Securing Third Party Support
• POS PMS Active Directory, Group Policy, DHCP, DNS edits
• Hotel Applications (Key/lock, Guest Internet/Cable, etc.)
• Financial and Accounting Applications
• Advanced Firewall Troubleshooting - policies, traffic monitoring, configuration
• Microsoft 365 and Entra (Azure) Administration - troubleshooting mail flow, mail rules, connectors, etc.
• Client Onboarding
• Client communications and interactions, remotely and in person
• Detailed documentation of issues and resolutions

Benefits

• Medical, Dental, Vision benefits
• Life and Disability Insurance
• 401K with up to 4% match
• Paid Vacation and Personal Time Off
• Fuel Stipend for local travel
• Professional Development Training Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Master's degree