IT Help Desk – Tier 2

NGEN is a dynamic MSP provider committed to delivering innovative, people-centered technology solutions. With a team of 50+ professionals, we're building a culture that prioritizes operational excellence and employee experience. We are looking for an experienced and proactive HR Business Partner to lead our human resources function and drive people initiatives that support our mission and growth.

The Tier 2 Technician is responsible for resolving more complex technical issues that go beyond Tier 1 support, providing advanced troubleshooting for both hardware and software systems. This role requires strong critical thinking skills and a deeper understanding of system architecture, tools, and infrastructure. The technician provides on-site, remote support and is required to participate in on-call rotations to ensure timely and effective resolution of technical issues impacting end-users and business operations.

This is a full time on-site position.

• Resolve escalated support issues involving hardware, software, and network challenges.
• Perform software installations, updates, and basic server maintenance.
• Collaborate with Tier 3 technicians or system administrators to support infrastructure improvements and project initiatives.
• Coach or train Tier 1 technicians when necessary.
• Perform system administration tasks, including overnight backups, system updates, & patch management.
• Document support activities, solutions, and system changes in the service management platform.

• Associate’s degree and/or bachelor’s preferred, but not required.
• 2-4 years of experience in IT or desktop support.
• Strong technical knowledge of Windows environments, networking basics, and IT tools.
• Preferred (not required)
  
  Certifications:
  
  CompTIA Security Plus, Network +
• Maintain a valid driver's license, registration and insurance, and own a reliable vehicle.

• Competitive salary and full benefits package
• Health, dental, and vision insurance
• 401(k)
• A mission-driven culture that values innovation, trust and people