Description
Job Title: Tier 2 Help Desk Technician
Job Summary:
ServIT, a Managed Service Provider (MSP) based in Kennesaw, GA, is seeking an experienced Tier 2 Help Desk Technician to resolve advanced technical issues for our nationwide client base. This role involves hands-on troubleshooting, system maintenance, and knowledge-sharing across diverse IT environments, both remotely and on-site.
Key Responsibilities:
- Resolve complex technical issues escalated from Tier 1 support.
- Maintain the uptime and integrity of customer environments, specializing in Intel virtualization, desktop/server systems, and LAN/WAN appliances.
- Support servers, desktops, and network hardware, including routers, switches, firewalls, and wireless technologies.
- Document solutions, communicate effectively with clients and teams, and follow established processes and procedures.
- Provide proactive customer service and maintain accountability through issue resolution.
- Travel locally to client sites as needed.
Requirements
Experience:
- 5+ years in IT support, with expertise in:
- Microsoft Windows Server (2008, 2012) including Active Directory, DHCP, DNS, RDP, and related services.
- Microsoft Windows Desktop OS (Windows XP-10) and patch management.
- IT security concepts, including NTFS permissions and Share permissions.
- Microsoft Exchange, Office365, and collaboration tools.
- Network management, including VPN protocols, Cisco, SonicWall, WatchGuard, and Meraki.
- Hardware maintenance for HP, Dell, IBM, and Lenovo servers and peripherals.
Skills:
- Exceptional troubleshooting and customer service orientation.
- Strong understanding of business productivity applications (Microsoft Office, Office365, etc.).
- Experience in an MSP environment is a plus.
Requirements:
- Criminal background check, E-Verify citizenship check, and motor vehicle report.
- Local travel to client sites required.
- Drug/alcohol-free workplace with non-smoking policies.
Benefits:
- 401(k) with company matching
- Health, dental, and vision insurance
- Life insurance and flexible spending account
- Paid time off and employee assistance programs
- Retirement plans and referral programs
Skills Required
- 5+ years in IT support
- Microsoft Windows Server (2008, 2012) including Active Directory, DHCP, DNS, RDP
- Microsoft Windows Desktop OS (Windows XP-10) and patch management
- IT security concepts including NTFS and Share permissions
- Microsoft Exchange, Office365, and collaboration tools
- Network management including VPN protocols and firewall/router vendors (Cisco, SonicWall, WatchGuard, Meraki)
- Hardware maintenance for HP, Dell, IBM, and Lenovo servers and peripherals
- Exceptional troubleshooting skills and customer service orientation
- Strong understanding of business productivity applications (Microsoft Office, Office365)
- Experience in an MSP environment
- Criminal background check, E-Verify citizenship check, and motor vehicle report
- Local travel to client sites required
- Drug/alcohol-free workplace with non-smoking policies
What We Do
ServIT Inc is a privately owned, family-oriented technology solutions and managed services provider based in Kennesaw, GA. The company specializes in providing innovative IT services and support, including the servicing, maintenance, and distribution of information technology hardware and software. As a debt-free partner, they offer comprehensive managed IT services to support business operations through expert hardware and software servicing.
