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Help Desk Technician Level 2

2 months ago

Chicago, United States Bowman Williams Full time

We are a Cloud/Managed Services Provider of technology solutions such as IT services, cybersecurity, cloud services, mobility solutions, unified communications, consulting, and support. Due to expansion, we are seeking a Help Desk Technician Level 2 (MSP) to resolve escalated tickets and assist with some light project-based work.


Help Desk Technician Level 2 (MSP) responsibilities include working with high-value clients onsite, resolving escalated tickets from L1s, upgrading their IT infrastructure from on-prem solutions to cloud solutions on a team, providing application support, and networking support (switches/firewalls/routers).


At this time, we are only considering Help Desk Technician Level 2 (MSP) applicants with previous MSP experience.


Help Desk Technician Level 2 (MSP) Responsibilities:

  • Provide support of incoming requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues.
  • Provisioning and system setup for new hires.
  • You can use remote tools and diagnostic utilities to help in resolving support requests (ConnectWise).
  • Experience supporting Windows 10, 11
  • Experience supporting Windows Server versions 2016 through 2022
  • Perform hands-on fixes at the desktop level, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Installing and configuring hardware and software components throughout various network infrastructure devices.
  • Install advanced endpoint security software.
  • Management of Azure environment (Entra ID, Intune, etc).
  • Manage M365 tenant/environment.
  • Manage company-provided cell phone accounts


Help Desk Technician Level 2 (MSP) Benefits:

  • Health, Dental, Vision, and Life Insurance
  • 401(k) + company match
  • 3 weeks PTO
  • Paid Holidays
  • Career Advancement Opportunities
  • Certification Reimbursement