Help Desk Technician II

1 day ago


Washington, Pennsylvania, United States Vortex Full time
Job Title: Help Desk Technician II

We are seeking a highly skilled and motivated Help Desk Technician II to join our team at Vortex, a Washington, DC-based MSP with a focus on First-Party Microsoft platforms and solutions.

Job Summary:

The Help Desk Technician II will provide tier two support to end users remotely or on customer site, working on escalated tickets to find timely resolutions to complex customer issues. The ideal candidate will have experience with provisioning, administering, and troubleshooting various components of Office 365, including Sharepoint, Teams, Exchange Online, Entra ID, Intune, and more.

Key Responsibilities:
  • Provide technical support to end users via phone, email, and remote desktop
  • Work on escalated tickets to resolve complex customer issues
  • Install, configure, patch, support, and maintain various Windows and Mac operating systems
  • Deploy hardware, including workstations, monitors, and other PC peripherals
  • Identify user needs, analyze, isolate, and prevent issues
  • Interface with customers in a professional manner, over the phone and in person
  • Perform and meet expectations with minimal supervision
  • Update company documentation with new or changed information
  • Maintain client confidence by keeping their information confidential
  • Prepare reference material for users by drafting operation instructions
Requirements:
  • 4+ years of customer service/service industry experience
  • 4+ years of tech support experience
  • 1+ years of MSP experience is strongly preferred
  • Valid license, vehicle, and insurance
  • BA/BS in computer science or related field, or pursuing technical certifications
Benefits:
  • Health Insurance (company contribution)
  • Dental and Vision (paid for by company)
  • 401K with company match
  • Performance-based Bonuses
  • Sabbaticals
  • Over 3 weeks PTO + Holidays
  • Health and Wellness bonus
  • Unlimited Microsoft Certification Reimbursements
  • Ability for advancement and career growth
  • Company events
  • Great culture
  • Rapidly growing company

Annual Salary Range: $60,000 - $80,000 depending on qualifications and experience



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