Tier 2 Helpdesk Technician

Job Title

Senior / Level 2 Helpdesk Technician

Salary Range: $50,000 - $65,000 + Benefits

Hours of Work: 40 hours per week

Location: Smyrna, GA

Leave Entitlement: 15 days per year

Responsible To: Service Desk Manager

The number one goal of everyone on our team is to make our Clients exceptionally happy. The Senior Help Desk Technician plays an important role in making sure that happens.

The Senior Help Desk Technician handles escalated support requests for the Service Delivery Team
. They are assigned support requests that a Junior Help Desk Technician can’t handle.

When help is needed the Senior Help Desk Technician can turn to the Service Delivery Manager for guidance and support.

• Work on and resolve escalated Help Desk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with basic remote troubleshooting
• Remote Hardware Maintenance and Support

• Use our Ticketing System to work on and resolve Help desk Tickets & Service Requests in real time
• Managing and recording all work through our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

• From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the Senior / L2 Technician may be required to help with project delivery

• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Time sheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

• Mentor the “Junior” Service Team Members
• Follow the schedule provided by the Service Desk Manager
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Protocols and Procedures, keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Desk Manager or CTO

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• Driver’s license
• The ability to keep up with & adapt to the fast‑paced IT world

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience in handling Technical Service Tickets
• Professional IT Certifications such as CompTIA Network+, Security+, Microsoft MS-900, AZ-900, SC-900, AI-900, AI-3018, ITIL, ITSM, etc.
• Client Experience Certifications such as Help desk Habits, etc.
• Experience working either on a Help desk or for a Managed Service Provider (MSP) / IT Support Business.

• 4-year degree from an accredited institution

• While performing the duties of this position the employee is…