MSP Help Desk Technician II

ACTS360•Plant City, FL

12d•Hybrid

About The Position

ACTS360 is looking for a dedicated MSP Help Desk Technician II to join our team. In this intermediate-level position, you will be the second level of technical assistance to our valued clients. You will provide advanced support for all relevant technologies to include a wide variety of software, hardware, and network systems, as well as top-notch customer service. To be great at this role, you must be willing to pursue and pass intermediate level IT certificates such as the Microsoft Azure Administrator Associate, Google Professional Chrome Enterprise Administrator, WatchGuard Network Security Essentials, or Cisco Certified Network Associate.

Requirements

Strong written and verbal communication skills.
Basic understanding of computer systems, networks, and troubleshooting techniques.
Ability to work independently and as part of a team.
Customer-oriented mindset with a passion for helping others.
Ability to lift and install IT equipment.
Must be authorized to work in the United States.

Nice To Haves

Experience working in an MSP environment
Working knowledge of ConnectWise Manage PSA
Working knowledge of NinjaRMM
Familiarity with Microsoft ecosystems including Windows OS, Windows Domain, Office Suite, and Office 365
Familiarity with WatchGuard, Cisco Meraki, and Ubiquiti Unifi networks and network devices
Completion of relevant certifications such as CompTIA, Microsoft Certified, or similar

Responsibilities

Active participation in the Help Desk 2 phone queue
Provide second-level contact to end users in a clear and professional manner
Receive and address escalated tickets from Help Desk Technician 1s
Participate in project activities
Identify and redirect urgent tickets to the appropriate resources
Work through assigned tickets and enter appropriate time entries
Troubleshoot and resolve end user or infrastructure technical issues
Demonstrate advanced knowledge of workstation and servers
Demonstrate advanced knowledge of networks and network equipment
Demonstrate advanced knowledge of application and Cloud-based services
Follow up with customers and see problems through to resolution
Ensure proper recording, documentation, and closure of ticket information
Maintain awareness of ongoing issues and be proactive in customer notification
Recommend modifications or improvements to client environments
Preserve and grow your knowledge of Help Desk procedures, products, and services
Onsite dispatching as needed or directed
Active participation in the On Call rotation