Tier 2 Help Desk Technician

Virtual Technologies Group • Maumee, OH

3d • $45,000 - $49,000 • Hybrid

About The Position

The T2 Help Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. While support is primarily performed through remote methods. The Tier 2 role will ensure that issues can be resolved on a first touch/phone call

Requirements

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365, ITIL) or proof of formal IT training.
• 2+ years of previous customer service experience.
• Hands-on experience with ITSM systems and Microsoft ecosystem administration.
• Exceptional verbal and written communication skills, with a proven ability to explain technical concepts to non-technical users.
• Ability to multitask, solve problems quickly, and remain flexible in a dynamic, fast-paced work environment.

Nice To Haves

• Active CompTIA certifications (A+, Network+, Security+).
• Experience in a Managed Service Provider (MSP) environment.

Responsibilities

• Utilize ITSM systems (ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents.
• Manage tickets in an organized fashion, ensuring SLA compliance and providing transparent progress updates to end users.
• Monitor ticket trends to proactively prevent widespread issues, with a prioritized focus on P1 and VIP incidents.
• Troubleshoot and resolve complex computer-related issues remotely and via phone.
• Identify and remediate viruses, malware, and browser infections.
• Configure and support Microsoft Office and various third-party software products.
• Manage user accounts through Active Directory / Entra ID and Microsoft 365.
• Execute 3rd party patching for critical applications, including Chrome and Firefox.
• Resolve security-related tickets (email security, workstation alerts, etc.) to maintain environment integrity.
• Proactively monitor and remediate issues related to customer backups and data continuity.
• Respond to and resolve workstation alerts generated by monitoring tools.
• Serve as an escalation point for Tier 1, providing training, mentoring, and technical support.
• Identify when to escalate high-level infrastructure issues to Tier 3 Technicians.
• Provide backup support for Tier 1 on phones and initial ticket triage as needed.

Benefits

• VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed