Position Overview
We are seeking a skilled and customer-focused Tier II Help Desk Technician who will be based in our office and responsible for delivering remote technical support as well as performing on-site field support for clients as needed. This role requires a strong technical foundation, the ability to work independently while collaborating effectively with a team, and a commitment to delivering friendly, professional customer service.
The ideal candidate is experienced in handling escalated technical issues, follows documented processes, adapts quickly to change, and communicates clearly with both technical and non-technical users.
Remote Technical Support Responsibilities
· Provide Tier II troubleshooting support via phone, remote tools, and ticketing system
· Diagnose and resolve escalated issues that Tier I cannot complete independently
· Troubleshoot hardware, software, and access-related issues remotely
· Troubleshoot network infrastructure systems and business-critical applications
· Identify when an issue requires escalation beyond Tier II scope
On-Site / Field Support Responsibilities
· Perform on-site troubleshooting and technical support at client locations when remote resolution is not possible
· Diagnose and resolve hardware issues (desktops, laptops, peripherals, printers)
· Install and configure network infrastructure systems and equipment
· Troubleshoot local network connectivity, equipment and cabling
Professional Expectations
· Work independently while collaborating effectively with other teams
· Balance individual workload while staying aligned with team priorities
· Follow written and verbal instructions consistently
· Adapt quickly to process, tool, and workflow changes
· Provide friendly, professional, and customer-focused service at all times
· Communicate clearly and professionally with clients and internal staff
· Properly and accurately document actions, findings and resolutions
· Follow documented escalation paths and communication processes
Required Qualifications
· 2+ years of experience in a Help Desk or Technical Support role, including Tier II support
· Hands-on experience providing both remote and on-site (field) technical support
· Strong troubleshooting and problem-solving skills
Preferred Qualifications
· Experience working in an MSP environment
· Familiarity with ticketing systems and remote support tools
· Knowledge of Active Directory and Microsoft administration applications
· Relevant IT certifications are preferred and considered a strong plus, but equivalent hands-on experience will also be considered.
What We’re Looking For
· A professional who values processes, accuracy, and clear communication
· Strong attention to detail with the ability to follow documented procedures
· Excellent written and verbal communication skills, including the ability to communicate clearly with both technical and non-technical users
· Someone who can balance strong technical expertise with outstanding customer service
· A flexible and adaptable team player who thrives in a fast-paced, dynamic environment
· Valid driver’s license and the ability to travel to client sites as needed
If you thrive in a fast-paced environment, enjoy solving new challenges, and continuing to grow your skills, we’d love to hear from you.
Pay: $55,000.00 – $60,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Ability to Commute:
- Tampa, FL 33610 (Required)
Work Location: In person
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