IT Service Desk Technician - Level 2

Job DescriptionJob DescriptionSalary:

Level 2 - IT Service Desk Technician Tampa, FL

Why Join CIO Technology Solutions?

At CIO Technology Solutions, we are dedicated to providing top-tier IT solutions with a customer-first mindset. As a Level 2 Service Desk Technician, youll play a key role in solving complex technical issues, mentoring junior technicians, and ensuring a seamless IT experience for our clients.

• Technology-driven: Work with the latest IT solutions, including Microsoft 365, Virtual Desktop Infrastructure (VDI), Virtualization, and Security Solutions (EDR, MDR, SIEM).
• Customer-centric approach: Youll be a trusted advocate for our clients, delivering exceptional support and solutions tailored to their business needs.
• Collaborative team: Join a group of experienced professionals who prioritize teamwork, efficiency, and problem-solving.
• Continuous growth: Gain hands-on experience across multiple industries, expand your skillset, and grow in an environment that promotes from within.

Primary Responsibilities

• Provide escalated IT support, resolving complex technical issues efficiently and ensuring a positive customer experience.
• Respond promptly to helpdesk tickets, prioritize requests, and adapt to shifting service needs.
• Document all work and resolutions in ConnectWise with clear and detailed closure notes for client review.
• Assist with onboarding new clients and users, ensuring smooth integration into their IT environment.
• Participate in on-call rotation for after-hours support.
• Mentor and support Level 1 technicians, helping them develop troubleshooting skills and IT knowledge.

Technical Responsibilities

• Install, configure, and troubleshoot workstations, software, and peripheral devices.
• Manage Active Directory users, groups, and permissions.
• Perform Windows Server administration, including troubleshooting and maintenance.
• Support Microsoft 365 environments, including Exchange Online, SharePoint, and Teams administration.
• Deploy, configure, and troubleshoot VDI solutions (Citrix, VMware Horizon, or Azure Virtual Desktop).
• Support virtualization platforms, such as VMware ESXi, Hyper-V, or Proxmox.
• Identify, analyze, and resolve network and connectivity issues (basic firewall, VLAN, and VPN support ).
• Support and troubleshoot Security Solutions, including:
  • Endpoint Detection & Response (EDR)
  • Managed Detection & Response (MDR)
  • Security Information & Event Management (SIEM)
• Ensure backup systems are functional and validated, responding to backup failures as needed.
• Document unique customer configurations and solutions to improve team knowledge.
• Conduct technical evaluations of new hardware/software solutions as assigned.

Requirements

• Bachelors degree in IT, business, or a related field (or equivalent hands-on experience).
• 4+ years of experience supporting a 50+ user Windows environment in an IT service role.
• Strong experience with Windows desktop support, Active Directory, and common network protocols.
• Exposure to Windows Server technology, including troubleshooting and administration.
• Experience supporting Microsoft 365 environments (Exchange, SharePoint, Teams).
• Hands-on experience with VDI solutions (Citrix, VMware Horizon, or Azure Virtual Desktop) .
• Familiarity with virtualization technologies (VMware ESXi, Hyper-V, or Proxmox).
• Knowledge of Security Solutions (EDR, MDR, SIEM) and ability to assist in troubleshooting security incidents.
• Excellent problem-solving, communication, and documentation skills.
• Self-motivated with a strong desire for learning and professional growth.

Benefits

• Paid Time Off (PTO): 15 days in Year 1.
• Retirement plan: IRA with a company match.
• Healthcare: Full insurance package (medical, dental, vision, life, and ancillary options).
• Work culture: Frequent company events, team lunches, and a business-casual environment.
• Professional development: Growth opportunities and employee referral bonuses.
• Community engagement: Paid Volunteer Time Off (VTO) program.