UTEC - Universidad de Ingeniería y Tecnología · 1 day ago
Help Desk Technician - Level II
Ann Arbor, MI
Full-time
Onsite
Mid Level
3+ years expUTEC is a premier Managed Services Provider (MSP) seeking a motivated Level II Help Desk Technician to join their professional services delivery team. The role involves providing advanced technical support, troubleshooting, and problem resolution for clients, ensuring high customer satisfaction and effective communication.
Education
Responsibilities
Provide advanced (Tier 2) technical support for computer systems, servers, networks, hardware, and multi-function printers (MFPs)
Serve as an escalation point for Level 1 technicians , assisting with complex troubleshooting and resolution
Perform advanced setup, configuration, troubleshooting, and remediation for: Desktop/Laptop Systems (Windows/macOS), Microsoft Office 365 (Exchange, SharePoint, OneDrive, Teams), Servers (Windows and basic Linux administration), Microsoft Active Directory, Azure AD, and Group Policy, Network Printers and MFPs, Wireless Access Points and network infrastructure, Backup and Disaster Recovery solutions, Antivirus, EDR, and Patch Management platforms, Monitoring and Management Systems (RMM), Zoom Conferencing software and other AV equipment, Other client technology hardware and software
Execute and oversee technology deployments, upgrades, and migrations following established procedures and best practices
Perform root-cause analysis on recurring issues and recommend long-term solutions
Contribute to process improvement by identifying gaps in existing procedures and creating or enhancing documentation and SOPs
Assist with security remediation efforts, including MFA enforcement, endpoint protection issues, and vulnerability mitigation
Contribute to process improvement by identifying gaps in existing procedures and suggesting enhancements or new documentation
Communicate effectively with clients to understand complex technical issues and explain solutions in a clear, professional, and confident manner
Handle escalated client interactions with professionalism, urgency, and ownership
Respond to inbound and outbound client calls, emails, and tickets while maintaining high customer satisfaction and SLA adherence
Demonstrate strong active listening skills to fully understand business impact and client concerns
Provide guidance and recommendations to clients on best practices and preventative measures
Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and configurations in the ticketing system
Collaborate closely with the delivery, project, and engineering teams to ensure smooth implementation and ongoing support of IT solutions
Mentor and assist Level 1 technicians through knowledge sharing and troubleshooting guidance
Perform daily monitoring and remediation of alerts related to patches, security, hardware, backups, and system health
Follow up with clients after issue resolution to confirm satisfaction and system stability
Escalate issues to Level 3 or Engineering when appropriate, providing clear documentation and troubleshooting history
Coordinate with vendors and third-party providers when necessary
Stay current with industry trends, emerging technologies, and best practices
Other duties as assigned
Providing technical support whether it be on the phone, in person, or remotely
Training customers and internal staff on troubleshooting and diagnosing problems
Perform daily monitoring alerts on Patches, Security, Hardware, Backup
Following up with Clients after a resolution has been made
Escalate unresolved issues to the next level of support
Route calls to appropriate resources and vendors when necessary
Qualification
Required
Associate's Degree in Computer Science or a related field (or equivalent hands-on experience)
3–5 years of IT support experience, preferably in an MSP environment
Strong working knowledge of Windows operating systems, servers, networking, and cloud services
Experience supporting small to mid-sized business environments
Self-motivated, detail-oriented, and capable of working independently
Strong desire to continue developing technical expertise and leadership skills
Excellent verbal and written communication skills
Advanced troubleshooting and analytical problem-solving abilities
Ability to manage multiple priorities in a fast-paced MSP environment
Strong documentation and process-oriented mindset
Ability to adapt to evolving technologies and client environments
Proven customer service skills with a focus on ownership and accountability
Preferred
Certifications such as Network+, Security+, Microsoft, or equivalent are preferred
Benefits
Opportunity to work with a collaborative and forward-thinking team.
Ongoing training and professional development.
A chance to make an impact by supporting businesses with cutting-edge technology solutions.
Company
UTEC - Universidad de Ingeniería y Tecnología
La Universidad de Ingeniería y Tecnología (UTEC) es una propuesta de educación superior dedicada a formar jóvenes profesionales capaces de llevar su ingenio a la práctica.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Julio Noriega
Founding Partner / Director
Company data provided by crunchbase