Tier 2 Help Desk Technician

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.

Key Qualifications:

• 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, health savings account, and flexible spending account
• Paid time off and employee assistance programs
• Retirement plans and referral programs