Help Desk Technician - Tier 2; MSP

Welcome to Solvere One

Solvere One is a top-level Managed Service Provider that focuses on network security and proactive management solutions.

Help Desk Technician, Tier 2 – Dulles, Virginia headquarters. The role supports clients via phone and email, resolving Tier 2 incidents and escalating to Tier 3 when necessary.

• Identify, diagnose, and resolve Tier 2 incidents for PC software and hardware, local network, internet, and new computer technology in a call‑center environment.
• Provide one‑on‑one end‑user problem resolution over the phone.
• Deliver, tag, set up, and configure end‑user PC desktop hardware, software, and peripherals.
• Diagnose and resolve end‑user network or local printer problems, PC hardware issues, e‑mail, internet, and third‑party application problems.
• Coordinate timely repair of PC equipment covered by third‑party vendor maintenance agreements.
• Perform minor desktop hardware repair for PC equipment and peripherals not covered by third‑party vendor maintenance agreements.
• Create detailed technical documentation for resolutions of issues.
• Enter and track all time and keep all documentation up‑to‑date in PSA Platform in real time.
• Identify, document, and escalates all Tier 3 incidents in a timely manner.

• Microsoft Windows Desktop OS installation and support
• Apple / Mac Desktop OS installation and support
• Microsoft Office 365 administration and support
• Google Workspace administration and support
• iPhone / Android troubleshooting
• Multi‑factor Authentication configuration and support

• IT Glue
• Sophos suite of solutions

401K, PPO healthcare, dental, vision, paid vacation, and more.

Reston, VA $85,000.00–$

Dulles, Virginia headquarters.