Onsite Tier II Service Desk

Position Summary

The Tier 2 Service Desk role plays a critical part in the IT support structure, serving as the escalation point for complex technical issues unresolved by Tier
1. This role is responsible for advanced troubleshooting and resolution of escalated support tickets, with a specialized focus on network infrastructure and cybersecurity concerns, ensuring the stability, security, and efficiency of IT operations.

• Respond to and resolve incoming service requests via phone, email, or ticketing system in a professional and timely manner
• Assess, troubleshoot and resolve all escalated and higher‑level service tickets
• Guide users through step‑by‑step solutions and provide clear communication in both technical and non‑technical language
• Ensure a high level of customer communication and satisfaction
• Effective and consistent documentation of time entries associated with service tickets
• Interact and communicate with all levels and roles of the Managed IT department
• Interact with and manage vendor relationships in troubleshooting scenarios
• Document technical solutions and procedures
• Mentor and support Tier 1 technicians

• High School Diploma or equivalent
• 1+ year experience on IT Service / Help Desk
• Travel to customer sites will be required; a valid driver's license and reliable transportation are required
• Strong written and verbal communication skills
• 1+ year experience with Microsoft M365 Suite

• A+, Network+ or Security+ certifications
• Experience with Connect Wise or Autotask Ticketing Systems
• Moderate understanding of network theory and operations

This position has no supervisory responsibilities.

• Able to lift 25 pounds
• Ability to drive
• Sit, stand, walk, and reach
• Hear well enough to communicate with others
• Read a computer screen and written material
• Write, type, and use phone system

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Good working environment with the absence of disagreeable conditions. The noise level in the work environment is usually moderate. Travel to client sites may be required from time to time. Hybrid work option available after initial 90 days and contingent on objective performance goals.

Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed service member status, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.