IT Service Desk Technician - Level 2

$50,000 - $104,000/Yr

Cio Technology Solutions - Tampa, FL

Full-time - Entry Level

Tampa, FL

Professional, Scientific, and Technical Services

About the position

The IT Service Desk Technician - Level 2 is responsible for providing technical support and maintenance for computer desktops, servers, and associated peripherals in both cloud-hosted and on-premises environments. This role involves resolving customer-reported issues, installing hardware and software, and delivering general IT support services. The technician will monitor customer networks, perform maintenance activities, and escalate critical network alarms to Level 3 Systems Engineers, ensuring a positive customer experience in a dynamic work environment.

Responsibilities

• Provide helpdesk support and resolve problems with a positive customer experience.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
• Modify system configurations, utilities, software, and hardware settings for assigned service ticket devices following established change control oversight.
• Record all support activities, progress, actions, and status tasks within the ConnectWise ticketing system.
• Provide clear and detailed closure comments for customer review.
• Assist with the onboarding of new users and install, test, and configure new workstations, peripheral equipment, and software.
• Assign users and computers to proper groups in Microsoft Windows Active Directory environment.
• Perform timely workstation hardware and software upgrades as required.
• Participate in the after-hours 'on-call' rotation schedule.
• Document unique customer or systemic problem resolution activities for future staff reference.
• Perform technical reviews or evaluations of new or existing products or software as assigned.
• Engage in Microsoft Windows Server, Exchange, and SQL installation, support, and troubleshooting.
• Mentor Level 1 staff regarding core technology skills required for CIO managed customer networks.
• Provide customer data backup services, response, troubleshooting, and validation of data.

Requirements

• 4 years of IT support experience within a Managed Services Environment (MSP).
• 2-year (AS) degree in Computer Technology or similar degree or experience.
• CompTIA A+, Network+, Security+, or similar certification or experience.
• Experience with Microsoft Windows Server, ConnectWise, TCP Software troubleshooting, and mid-level Windows SQL.
• Familiarity with network protocols and CompTIA Network+.

Nice-to-haves

• Familiarity with Virtual server environments (e.g., Citrix/VMWare/Hyper-V).
• Strong skills with networking and server protocols such as TCP/IP, SNMP, DNS.
• Experience with firewall functionality, UTM setup/configuration, and alerting/reporting activities.

Benefits

• PTO Package, including 15 days off in Year 1.
• IRA Package with 100% match.
• Frequent company events, lunches, and other perks.
• Business casual attire.
• Referral Bonuses.
• Complete Insurance package (includes health, dental, vision, life, and ancillary coverage options).
• Community Volunteering Program with PTO.