What are the responsibilities and job description for the L2 Helpdesk Technician position at MSP Hire, Inc.?
We are an Ohio-based MSP company specializing in comprehensive IT services for enterprises of all sizes. From desktop to server, network, and telecommunications solutions, we're trusted partners dedicated to helping businesses achieve their goals while optimizing IT investments and minimizing costs. The Role : Join our dynamic team as an Level 2 Helpdesk Technician, where you'll be in charge of escalations from our junior helpdesk team members and provide advanced technical support to our valued clients. We're seeking a seasoned IT professional who not only sees the bigger picture but also exhibits a genuine commitment to service – someone who willingly goes above and beyond to ensure exceptional service delivery, whether it's resolving technical issues or aiding colleagues and clients alike. We value career-driven individuals who are passionate about honing their skills and advancing within the industry, with the potential to grow into Subject Matter Experts (SMEs) in a particular skill or discipline. If this sounds like you, we would love to have you on our team. Let's work together to create a significant impact, not only within the IT industry but also in our community. Responsibilities : Take escalation tickets from the helpdesk Handle Tier 2 tickets including but not limited to : Network Issues / Outages Backup and Disaster Recovery Review / Maintenance Restores / Deploying Security Solution Review / Maintaining / Deploying MFA A / V SAT SIEM Business Application Support / Securing Third Party Support POS PMS Active Directory, Group Policy, DHCP, DNS edits Hotel Applications (Key / lock, Guest Internet / Cable, etc,) Financial and Accounting Applications Advanced Firewall Troubleshooting – policies, traffic monitoring, configuration Microsoft 365 and Entra (Azure) Administration – troubleshooting mail flow, mail rules, connectors, etc. Client Onboarding Client communications and interactions, remotely and in person Detailed documentation of issues and resolutions Qualifications : 7 years of IT support experience 5 years of experience working with Windows Server OS, Active Directory / Group Policy / DNS, Firewall config / troubleshooting, Switch config / troubleshooting (i.e. VLANs) Knowledgeable in networking LAN / WAN concepts, structure, and equipment – understand VLANs, configuring switches Advanced Firewall Troubleshooting experience HR Information : Salary : $60,000 to $75,000 depending in experience. This is a fulltime in office position (8 : 30a to 5 : 30p M-F) Limited local travel (15% -25%) with monthly fuel stipend of $100, Company fully paid for travel outside of 100 miles roundtrip Vacation is 2 weeks after 1 year but 1 of those two weeks can be used after 6 months 40 hours PTO for use as sick time or personal errands 8 National Holidays a year. Professional Development Program with bonuses and compensation increases for achieving additional industry or product certifications. 401K Retirement Plan with 4% matching Company contribution (eligible in 6 months) Medical Insurance : 12 optional plans to choose from with a fixed Employer contribution Company paid $10,000 life insurance with additional coverage and AD&D available Additional Benefits with voluntary employee deductions : Select from 6 optional Dental Plans; Select from 5 optional Vision Plans; Accident, Hospital Indemnity and Critical Illness plans available from AFLAC; Multiple levels of Short Term and Long Term disability plans available; Employee Assistance Program; Pet Insurance Plans; Legal Assistance Plans, for family matters, estate planning, real estate and traffic law issues. Discount Plans available : Auto and Home Insurance; Personal Excess Liability Insurance; Identity Theft Protection; Vacation Packages. Personal Excess Liability Insurance; Identity Theft Protection; Vacation Packages Powered by JazzHR
Salary : $60,000 - $75,000
