Help Desk Technician - Tier 2; MSP

About the Company

Solver One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and consulting provider. Solver One focuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth while reducing the cost of IT ownership. We provide executive-level, white-glove support.

Solver One has an open position for a Help Desk Technician, Tier 2, to provide support from our Dulles, Virginia headquarters. The duties of the position include fielding incidents via phone and email escalated from Tier 1 technicians. Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other requests on to Tier 3 technicians.

Employees will be expected to remotely interact with clients daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required.

Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment.

This role reports to the Service Delivery Manager.

Examples of essential duties are interpreted as being descriptive and not restrictive.

• Identifies, diagnoses, and resolves Tier 2 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.
• Provides one-to-one end-user problem resolution over the phone for company-approved Personal Computer (PC) software.
• Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems.
• Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements.
• Performs 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.
• Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time.
• Identifies, documents 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

• Connect Wise Manage
• Connect Wise Automate
• IT Glue
• Sophos suite of solutions

This is a full-time, salaried position. Salary commensurate with experience.

Benefits include: 401K, PPO healthcare, dental, vision, paid vacation, etc.