Support Desk Technician II
POSITION SUMMARY:
You will be part of a team of service delivery experts at a best-in-class Managed Service Provider. The Support Desk Technician II position is a valuable member of the LNS Solutions Managed Services Team, responsible for providing efficient and effective user support. You will assist with new user onboarding, network/equipment support, equipment and software installation/configuration, and general end-user support.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Manage, maintain, troubleshoot, and support our customer’s IT infrastructure.
- Identify, document, and troubleshoot users computing issues to resolution while maintaining customer satisfaction.
- Provide professional on-site technical services, troubleshoot issues, and assist with client onboarding as needed.
- Utilize PSA, RMM, and other service-specific tools and technologies to deliver onsite and remote user support services.
- Provide escalation support for L1 technicians
- Track all time relating to each project, break-fix cases and document assigned responsibilities.
- Other duties as assigned.
REQUIRED EXPERIENCE
3+ years of direct Managed Service Provider experience as a Desktop or Field Technician with involvement in network rollout, and implementation. Experience troubleshooting, supporting, and repairing all network, hardware, and software related issues for multiple customers.
REQUIRED SKILLS & CREDENTIALS
Experience working as a technician or consultant supporting client projects and system upgrades. Required industry standard certs include A+ and Network+ or equivalent experience. Operating System and Application installation/troubleshooting experience in a Microsoft and Mac environments.
- Prior experience working at a managed service provider for a minimum of two years
- Excellent listening and communications skills, both verbal and written.
- Strong customer relationship skills.
- Organized, detail oriented, and self-motivated.
- Ability to provide and maintain detailed documentation.
- Some expertise and experience working with networks including implementation, configuration, Security, Wi-Fi, Microsoft 365, VPNs, troubleshooting, and resolution support.
- Experienced with a variety of Workstation and Laptop hardware manufacturers such as Dell, HP, IBM, Apple, and Lenovo as well as the operating systems that run on these platforms including various versions of Microsoft Workstation/Server operating systems and macOS.
- Experience with Backup / Restore solutions for both local Workstation and Server environments including Cloud capabilities.
- Basic Server support and maintenance skills.
COMPETENCIES
- Problem-solving skills, device management, task prioritization, ticket management, escalation, follow up, and thorough documentation of all activities.
- The ideal candidate should possess strong analytical thinking skills, be able to multitask effectively, have excellent listening skills, be detail-oriented and results-driven, exhibit patience, and be flexible.
- Strong attention to detail and following outlined processes.
- Communication with customers as required: keeping them informed of incident progress and notifying them of impending changes or agreed outages.
OTHER REQUIREMENTS
- A+ Certification is preferred.
- NET+ Certification is preferred.
- Microsoft 365 Certification is preferred.
- Manage simultaneous and conflicting priorities while staying organized to meet deadlines.
- Work independently with minimal supervision, and work well with others in a team environment.
- Learn quickly and support modern technologies.
- Reliable home internet connection.
- Home workspace with minimal disruptions.
- Valid driver’s license and a reliable, insured vehicle.
WORK ENVIRONMENT
- Work may be required on weekends and non-traditional business hours.
- Work is generally performed from home.
- The position is work from home with occasional onsite client visits in the Tampa Bay Area.
- 40-hour M-F work week with rotating on-call availability
- Some travel will be required.
- Lifting and transporting moderately heavy objects, such as computers and peripherals.
- Business casual attire is our standard.
Job Type: Full-time
Pay: $60,000.00 - $72,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- Tampa, FL 33619: Relocate before starting work (Required)
Work Location: Hybrid remote in Tampa, FL 33619