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Solvere One · 2 months ago

(MSP) Help Desk Technician - Tier 2

Dulles Town Center, VA

Full-time

Onsite

Mid Level

Solvere One is a Managed Service Provider focusing on network security and proactive management solutions. They are seeking a Help Desk Technician, Tier 2, to provide support by resolving incidents escalated from Tier 1 technicians and assisting with various technical issues for end-users.

Cloud ComputingComputerInformation TechnologyOutsourcing

Responsibilities

Identifies, diagnoses, and resolves Tier 2 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users

Provides one-on-one end-user problem resolution over the phone for company-approved Personal Computer (PC) software

Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals

Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems

Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements

Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements

Create detailed technical documentation for resolutions of issues

Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time

Identifies, documents and escalates all Tier 3 incidents in a timely manner

Qualification

Microsoft Windows supportApple / Mac supportMicrosoft Office 365 supportGoogle Workspace supportIPhone / Android troubleshootingMulti-factor Authentication supportConnectWise ManageConnectWise AutomateIT GlueSophos solutionsProblem resolutionTechnical documentationCommunication skills

Required