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Premier Networx · 1 day ago

Information Technology Help Desk Technician

Augusta, GA

Full-time

Onsite

Mid Level

4+ years exp

Premier Networx is a managed service provider committed to delivering proactive and reliable IT support to small and medium-sized businesses. The Service Desk Technician II will handle complex technical issues, mentor Level I Technicians, and ensure excellent client experiences through effective troubleshooting and support.

Cyber SecurityInformation ServicesInformation TechnologySecurityTelecommunications

Responsibilities

Respond to and resolve advanced service requests and incidents via phone, email, or ticketing system

Serve as an escalation point for tickets not resolved by Level I Technicians

Troubleshoot and resolve complex technical issues involving workstations, mobile devices, business applications, and basic infrastructure

Provide support for software platforms including Microsoft 365, Adobe, QuickBooks, and other business-critical applications

Assist with on-site technical support in the greater Augusta area as needed

Perform installations, configurations, and upgrades for hardware and software

Troubleshoot and maintain printers, scanners, and other peripherals

Administer user accounts, permissions, and group policies via Active Directory

Provide backup dispatch support and coordination when needed

Interface with third-party vendors on technical issues and project coordination

Document work accurately and track time in ticketing system

Mentor and provide training support to Level I Technicians

Contribute to a collaborative and solution-oriented service desk environment

Perform other duties as assigned by management

Qualification

Windows 10/11Office 365 administrationActive DirectoryBasic networking knowledgeMSP tools experienceTroubleshootingCompTIA A+ certificationCommunicationDocumentation habits

Required

4 years of IT experience in technical support or service desk roles

A 2-year technical degree in an IT-related field plus 2 years of hands-on experience

Windows 10/11 and Microsoft Office Suite

Office 365 administration and support

Active Directory user and group management

Basic networking knowledge (IP, DHCP, DNS, etc.)

Experience with MSP tools (e.g., ticketing systems, RMM platforms)

Familiarity with common business applications such as Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Adobe Acrobat and Creative Cloud, QuickBooks and similar accounting platforms

Experience supporting backup and antivirus software

Excellent troubleshooting and problem-solving skills

Strong communication and documentation habits

Regular, reliable on-site attendance at our Augusta office (this is not a remote position)

Valid driver's license and ability to pass a background check