What are the responsibilities and job description for the Managed IT Services Tier II Technician position at Computer Business Solutions?
Job Summary
We are seeking a skilled and customer-oriented Managed Service Help Desk Technician to join our dynamic team. As a Managed Service Help Desk Technician, you will be responsible for providing exceptional technical support and assistance to our clients. Your primary role will be to troubleshoot and resolve various IT-related issues, ensuring the smooth operation of our clients' computer systems, networks, and software applications. This position requires excellent problem-solving skills, a strong customer service mindset, and the ability to work in a fast-paced environment. This role is located onsite within an office environment.
Responsibilities and Duties
Frontline support for inbound customer support requests for our client base. Work to resolve technical issues that our clients face on their day to day operations. Implement and document known issues in customer environments. Work as a part of a full Help Desk team to provide our clients with the absolute best level of customer service that we can.
- Provide remote and on-site technical assistance to users on various types of service requests; coordinates with technical staff when problems require additional analysis or assistance.
- Provide timely and accurate technical assistance to clients, resolving hardware, software, and network-related issues.
- Troubleshoot and diagnose problems, perform root cause analysis, and develop effective solutions.
- Maintain detailed documentation of client interactions, technical issues, and resolutions in the help desk ticketing system.
- Collaborate with team members to identify trends and recurring issues, and suggest improvements to enhance service quality and efficiency.
- Assist in the setup, configuration, and maintenance of clients' computer systems, software applications, and network devices.
- Stay updated on the latest industry trends and technologies to provide up-to-date support to clients.
Qualifications and Skills
- Expert level experience in Microsoft Windows Workstation Environment
- Ability to Implement / Configure / Deploy Workstations per CBS SOP
- Expert level experience in Customer Service
- Ability to de-escalate a customer for a team member
- Ability to determine client needs via phone/email communication
- Expert level in basic troubleshooting
- Expert level in Office 365 Administration
- Professional knowledge of Microsoft Windows Server Environment
- Ability to Implement / Configure / Deploy Servers
- Ability to troubleshoot more advanced services
- Professional knowledge of basic networking equipment and protocols
- Working knowledge of VPNs (SSL, GVC, Site-2-Site)
- Working knowledge of LANs/WANs
- Working knowledge of Unifi Controller
- Professional knowledge of documentation
Benefits
- Mileage Reimbursement
- Heath, Dental, and Vision Coverage
- Paid Time Off
Requirements
- Previous experience in a help desk or technical support role, preferably in a managed service provider (MSP) environment.
- Candidate must have solid multi-tasking, troubleshooting, prioritizing, and follow-up skills.
- Respond to clients needs in a timely, professional manner.
- Provide guidance and technical support to current business customers.
- Strong written and verbal communication skills.
- Knowledge of Windows and macOS operating systems, Microsoft Office 365, and common software applications.
- Familiarity with computer hardware, printers, network devices, and basic networking principles.
- Excellent problem-solving skills with the ability to analyze and resolve technical issues effectively.
- Strong customer service orientation with excellent verbal and written communication skills.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Industry certifications such as CompTIA A , Network , or Microsoft Certified Solutions Associate (MCSA) are a plus.
- Must have own vehicle with valid Driver’s License.
Salary : $41,600 - $52,000
