Service Technician - Tier 2

Job DescriptionJob DescriptionBenefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Company car
• Company parties
• Dental insurance
• Free food & snacks
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels.

Job Description: As a Service Desk Technician - Tier 2, you will play a pivotal role in delivering exceptional support to our end users. Your responsibilities will encompass both hardware and software support, ensuring smooth and efficient operations. You will be responsible for logging, updating, progressing, and resolving incidents and service requests in accordance with our established standards and timelines. Your expertise and dedication will be crucial in maintaining the high level of service our users expect.

Duties and Responsibilities:

• Provide top-notch IT support remotely, on-site, and over the phone, building great relationships with clients and inspiring the support team.
• Troubleshoot and resolved issues involving desktops, laptops, servers, networking and cloud services.
• Support Microsoft 365, Active Directory, and virtualization platforms (Hyper-V, VMware etc).
• Support EMR/EHR systems
• Maintain systems, applications, security, and network configurations.
• Handle upgrades, patches, and equipment.
• Resolve technical queries in line with Service Level Agreements and progressing tickets.
• Maintain documentation and update tickets in ConnectWise in real time.

Qualifications:

• 3-5 years of IT experience
• Familiarity with EMR/EHR systems and HIPAA regulations.
• Proven experience in an IT support role, preferably within an MSP environment.
• Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
• Windows Server (2012 and higher) / Active Directory. Windows 10 and 11. Office 365 / Microsoft 365 / Entra ID. Datto, Veeam Backup. SonicWall, Cisco Meraki. Sentinel One, Webroot, Barracuda, Avanan. Intune/MDM.
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Strong communication and customer service skills.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
• ConnectWise experience is a plus.

Why Join ICSI?

• Work with a fast-growing, client-focused MSP.
• Opportunities for professional development and certification reimbursement.
• Competitive salary, benefits, and a collaborative team culture.