Desktop Support Technician

Job Details

Role: Tier 2 Support Technician

Position Type: Contract to Hire

Location: Oklahoma City

Pay Rate Range: $25.00 - $34.00/hour

Benefits: You are eligible for medical, dental, vision insurance benefits, 401K

Are you looking for a growth opportunity for a reputable company with a positive work environment? Our client is looking for a Tier 2 Support Technician.

Overview Our client is seeking a Tier 2 Support Technician to join their growing managed services team. This role is ideal for someone who enjoys helping people, solving technical problems, and delivering exceptional customer service. The majority of support is provided remotely from the office through phone calls and ticket requests, with occasional onsite visits to client locations. Success in this role is driven as much by attitude, professionalism, and teamwork as technical ability. The ideal candidate is dependable, coachable, customer-focused, and eager to grow within a fast-paced managed services environment.

Key Responsibilities Troubleshoot and resolve customer technical issues submitted through phone calls, email, and ticketing systems. Provide professional and empathetic customer support while maintaining a positive experience during high-volume support periods. Monitor, manage, and prioritize incoming service requests and support tickets. Communicate clearly with customers and team members regarding issue status, timelines, and resolutions. Document troubleshooting steps, time entries, and resolution details accurately. Support Windows, Mac, iOS, and Android devices in a business environment. Assist with Microsoft 365 administration and troubleshooting activities. Support Windows Server and Active Directory environments as needed. Participate in a shared on-call rotation after onboarding and training. Occasionally travel to customer locations to provide onsite support and technical assistance.

Preferred Experience Minimum 3 years of experience in an IT support, help desk, desktop support, or technical support role. Managed Services Provider (MSP) experience is strongly preferred. Experience supporting Windows, MacOS, iOS, and Android environments. Familiarity with Microsoft 365 administration and troubleshooting. Experience supporting Windows Server and Active Directory environments is preferred. A+ Certification required. Strong understanding of customer service principles and technical troubleshooting methodologies. Experience working in professional environments supporting financial services, healthcare, or business clients is a plus.

Ideal Candidate Profile Positive attitude with a strong desire to help customers and teammates succeed. Professional communicator who remains calm and empathetic during challenging situations. Strong work ethic with a willingness to learn, grow, and take initiative. Highly dependable, organized, and detail-oriented. Coachable individual who values feedback and continuous improvement. Able to manage multiple priorities while maintaining a high level of customer service. Team player who enjoys collaborating with others and contributing to a positive culture. Comfortable working in a fast-paced environment where customer experience is a top priority. Possesses the drive, accountability, and professionalism that cannot be taught through technical training alone.

Why choose Addison IT?

Pay: We negotiate high salaries using U.S. Bureau of Labor Statistics

Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, 401K, and monetary bonuses

Permanent Employment: Many of Addison’s job openings lead to potential permanent employment

Connections: You connect directly with hiring managers from renowned organizations

Options: You are presented with multiple employment options near your home

Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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