Level 2 Support Technician - Service Desk

Job DescriptionJob DescriptionCompany: USM Technology LLCLocation: Allen, TexasExperience: 2-5 years

Work Environment: This is an in-office job with some potential for remote work based on business requirements and technician capabilities.Are you a customer service-oriented technology enthusiast with a passion for solving problems and delivering exceptional service? Do you thrive in an environment with high standards and continuous improvement? If so, we want you on our team!

About Us: We are a mid-size, fast-growing Managed Services Provider (MSP) dedicated to ensuring operational excellence and client satisfaction. We are looking for a high-performance technician who can rapidly respond to phone calls, emails, and chats, address Tier 1 issues efficiently, and escalate well-documented higher-tier issues to our senior engineers. The best candidate for this position is high-energy, detail-oriented, and committed to delivering an incredible customer experience.

The Essence of the Role: The essence of the Tier 2 Support Technician role is to provide proactive, efficient, and effective support to our clients. You will be the first point of contact, ensuring that issues are resolved promptly and that clients feel confident in our ability to manage their IT needs. This role is about more than just fixing problems; it's about anticipating needs, improving processes, and contributing to a culture of excellence and continuous improvement.

Responsibilities:

• Provide second-level support for end-users experiencing IT-related issues, escalated from Level 1 support.
• Perform advanced troubleshooting of hardware, software, and networking issues, both on-site and remotely.
• Manage user accounts, permissions, and email access through Active Directory and Microsoft 365.
• Collaborate with other IT teams to resolve escalated issues and implement long-term fixes.
• Document processes and issue resolutions.
• Support and train junior IT staff and Level 1 technicians as needed.

Job Requirements:Education and Experience:

• Associate's degree or higher in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2-5 years of experience in IT support, helpdesk, or a similar role.
• Experience with troubleshooting hardware, software, and networking issues.
• Experience supporting both Windows and macOS operating systems.
• Experience with enterprise environments, including ticketing systems like AutoTask Jira, ServiceNow, or Freshdesk.

Technical Skills:

• Strong knowledge of Windows Server (2016, 2019), including Active Directory, DNS, DHCP, and Group Policy management.
• Proficiency in networking basics (TCP/IP, DNS, DHCP, VPN), wireless network troubleshooting, and networked peripherals.
• Hands-on experience with Microsoft 365 administration (Exchange, SharePoint, OneDrive, Teams).
• Familiarity with remote desktop tools (e.g., RDP, TeamViewer, AnyDesk, VSAX).
• Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms (Azure, AWS).
• Basic understanding of cybersecurity practices (firewall management, antivirus solutions, data protection).

Soft Skills:

• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills, able to convey complex technical information to non-technical users.
• Strong customer service with a focus on end-user satisfaction.
• Ability to work independently or as part of a team, multitasking in a fast-paced environment.
• Time management and ability to prioritize effectively in high-pressure situations.

Certifications ( but not required):

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Azure Fundamentals
• ITIL Foundation certification or familiarity with ITIL best practices.