MSP experienced service desk technician - Tier 1/Tier 2

We are a boutique IT recruiting agency that strictly works with IT consulting companies and managed services providers.  We place candidates on a permanent, full time basis (no contract or contract-to-hire positions).

# Tier 1/Tier 2 Helpdesk Technician

## Company Overview
We are a leading Managed Service Provider (MSP) dedicated to delivering exceptional IT support and technology solutions to our clients. We are seeking a talented and motivated Helpdesk Technician to join our dynamic technical support team.

## Job Description
The Tier 1/Tier 2 Helpdesk Technician will be responsible for providing first and second-level technical support to our clients, resolving a wide range of IT-related issues, and ensuring high customer satisfaction.

## Key Responsibilities
- Respond to and resolve customer support tickets in ConnectWise
- Diagnose and troubleshoot hardware, software, and network issues
- Provide remote technical support via phone, email, and remote desktop tools
- Maintain accurate and detailed documentation of all support interactions
- Escalate complex technical issues to higher-tier support teams
- Perform basic system configurations and software installations
- Communicate technical information clearly to customers with varying levels of technical expertise
- Manage multiple concurrent support requests efficiently
- Maintain a professional and positive demeanor during all customer interactions

## Required Qualifications
- 1-3 years of experience in IT support or helpdesk role
- Proven experience with ConnectWise service management platform
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication abilities
- CompTIA A+ certification (required) or equivalent experience
- Familiarity with Windows, macOS, and basic networking concepts
- Ability to work in a fast-paced environment
- Excellent customer service skills

## Preferred Qualifications
- Additional certifications (Network+, Security+)
- Experience with cloud technologies
- Knowledge of Microsoft 365 administration
- Basic scripting or PowerShell skills

## Technical Skills
- Windows and macOS troubleshooting
- Network connectivity issues
- Hardware diagnostics
- Software installation and configuration
- Remote support tools
- Antivirus and security software management

## Career Path
This role offers a clear career progression:
- Tier 1/Tier 2 Helpdesk Technician (Current Role)
- Tier 3 Service Desk Technician
- IT Support Engineer
- Specialized Technical Roles (Network, Security, Cloud)

## Benefits
- Competitive salary
- Health, dental, and vision insurance
- 401(k) with company match
- Continuous training and certification support
- Professional development opportunities
- Career growth potential

## Work Environment
- Full-time position
- **Initial 3-6 months: Required in-office attendance**
- **After initial period: Flexible hybrid or fully remote work options**
- Standard business hours with occasional after-hours support

## Physical Requirements
- Mandatory in-office presence for first 3-6 months
- Ability to work in an office environment
- Occasional on-site support may be required
- Ability to sit for extended periods
- Excellent communication skills (verbal and written)

Salary goes up to $65,000

## Required Qualifications
- 1-3 years of experience in IT support or helpdesk role
- Proven experience with ConnectWise service management platform
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication abilities
- CompTIA A+ certification (required) or equivalent experience
- Familiarity with Windows, macOS, and basic networking concepts
- Ability to work in a fast-paced environment
- Excellent customer service skills

Please note this is an in-office position at the office in Elgin, Illinois for the first 3-6 months.  After getting up to speed, the position can transition to a work from home/hybrid schedule.

Salary goes up to $65,000