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Virtual Technologies Group · 2 months ago

Tier 2 / Tier 3 Help Desk Technician

Maumee, OH

Full-time

Hybrid

Mid, Senior Level

$45K/yr - $55K/yr

2+ years exp

Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. The Tier 2 / Tier 3 Help Desk Technician provides support through various backend platforms, ensuring technical issues are resolved efficiently and effectively, primarily through remote methods.

Cloud ComputingCyber SecurityInformation TechnologyVoIP

Responsibilities

Utilize IT Service Management (ITSM) systems (e.g., ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents, ensuring accurate documentation and SLA compliance

Provide clear, professional communication with end users, both written and verbal, to ensure technical issues are explained and progress updates are transparent

Troubleshoot and resolve computer-related issues with end users remotely and over the phone

Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends

Identify and remove viruses, malware, and browser infections

Manage accounts through Microsoft Active Directory/Entra ID and Office 365

Setup and configuration of Microsoft Office products and many other software products

Monitor and fix issues related to customer backups

Handle issues in an organized fashion through a ticketing system with regular customer updates

Communicate with coworkers to escalate tickets as needed

Back up Tier 1 on the phones and tickets as needed

Training, mentoring, and supporting T1 Help Desk Technicians

Qualification

IT Service ManagementMicrosoft Active DirectoryCompTIA CertificationsMicrosoft OfficeCustomer ServiceMultitaskingVerbal CommunicationWritten CommunicationProblem SolvingFlexibility