IT Helpdesk Technician Tier II

Job Overview:

As a Tier 2 Tech Support Specialist, you will provide advanced technical assistance and support to end-users and internal teams. You will be responsible for diagnosing and resolving more complex issues that Tier 1 support cannot address, ensuring timely and effective solutions while delivering exceptional customer service.

Key Responsibilities:

• Respond to escalated support tickets and requests from Tier 1 support staff.
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Collaborate with cross-functional teams to address systemic problems and improve service delivery.
• Document solutions, processes, and troubleshooting steps for knowledge base improvement.
• Assist in the installation, configuration, and maintenance of IT systems and software.
• Provide training and guidance to Tier 1 support staff to enhance their troubleshooting skills.
• Monitor support ticket status and ensure timely resolution of all escalated issues.
• Engage with vendors and third-party service providers for issue resolution and escalations.
• Stay updated on industry trends and emerging technologies to continuously improve support processes.

Qualifications:

• Education: High School Diploma

· Experience: 2 years in IT support or helpdesk roles, with a focus on Tier 2 support or higher, including experience in a Managed Service Provider (MSP) environment.

• Technical Skills: Strong knowledge of operating systems (Windows, macOS, Linux) and enterprise software applications.
• Analytical Thinking: Ability to analyze data and user feedback to continuously improve the knowledge base.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Detail-Oriented: Strong attention to detail and organizational skills.

General Skills

• Excellent customer service, telephone and interpersonal skills
• Ability to move equipment, install PCs, monitors, printers, and peripherals in a business environment
• Willingness to unbox, stage and inventory equipment
• Willingness to mentor other technicians on the team.
• Must demonstrate a strong customer service focus while meeting or exceeding customer expectations, service level commitments, and changing priorities.
• Flexible/Adaptable – most customer support will be during normal office hours, but there will be some after-hours support in the evening, weekends and/or Holidays

Attitude that meets the Fluid culture

• Ability to work independently with little supervision, shows great accountability
• Volunteers and contributes to the team
• Take ownership even if it wasn’t your problem
• Be an advocate and voice for those clients that need you
• Confidence without arrogance
• Willingness and desire to learn
• Excellent communication skills
• Professional, respectful, motivated and dedicated

Company

At Fluid we exist to improve the value of the businesses and communities we serve, provide a challenging and diverse career for our employees, and foster a culture of fun and family that extends beyond the boundaries of work. Our employees bring a passion and technology experience with them every day to do whatever it takes to improve our clients service experience, while working as part of a team of the best and brightest talent. Our clients expect excellence and continual improvement, which is embedded in our philosophy of customer service.

Our business is a people business, and it is growing! Our objective is simple – improve our clients’ businesses with employees that sincerely love doing all they can to help clients while working in an environment that promotes hard work, fun, family and giving back. Our staff not only learn the latest in technology, they have the ability to give back to the community through our charitable stewardship. We understand there is more to life than just work. Our culture supports that reality by ensuring each employee is given the freedom, flexibility and benefits to achieve their dreams.

Fluid employees truly help our clients realize their business dreams, redefine their methods of utilizing technology, and develop new technology solutions that separates them from their competition. As part of the Fluid team, your outstanding contributions will allow the company to experience unprecedented levels of success and become known for ‘world class’ service feared in the industry. Your professional learning curve will be almost vertical. The ideal candidate will have a strong track record of accomplishments in technology and engineering, particularly in business-to-business technology services. Your candidacy will leap to the top if you’ve also got a strong track record of success in finding solutions to complex technical problems. You should have a track record of providing stellar customer service and leveraging technology for maximum efficiency with a mindset towards educating others.

More important than any of those skills and prior experiences is the attribute that you have an extraordinary level of personal initiative and proactivity. If you would like to be part of the Fluid team, send us a copy of your resume along with a half page write-up of your most significant technology accomplishments. We think your accomplishments are much more important than your resume and we’ll read them first.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Experience:

• Help desk: 2 years (Required)
• MSP: 2 years (Preferred)

Ability to Relocate:

• The Colony, TX 75056: Relocate before starting work (Required)

Work Location: In person