Help Desk Technician - Tier 2 (MSP)

Help Desk Technician, Tier 2Solvere One has an open position for a Help Desk Technician, Tier 2, to provide support from our Dulles, Virginia headquarters. The duties of the position include fielding incidents via phone and email escalated from Tier 1 technicians. Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other requests on to Tier 3 technicians.Employees will be expected to remotely interact with clients daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required.Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment.This role reports to the Service Delivery Manager.Position Requirements:Examples of essential duties are interpreted as being descriptive and not restrictive.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.Required Technical Experience:Microsoft Windows Desktop OS installation and supportApple / Mac Desktop OS installation and supportMicrosoft Office 365 administration and supportGoogle Workspace administration and supportiPhone / Android troubleshootingMulti-factor Authentication configuration and supportPreferred Technical Experience:ConnectWise ManageConnectWise AutomateIT GlueSophos suite of solutionsThis is a full-time, salaried position. Salary commensurate with experience.Salary Range: $60,000 - $75,000 Salary/Year Benefits include: 401K, PPO healthcare, dental, vision, paid vacation, etc.