Service Desk

Description

Overview

We are seeking a Level 2 Service Desk Technician with prior Managed Service Provider (MSP) experience to join a fast-paced, customer-focused IT support team. This role is ideal for someone who thrives in high-volume environments, enjoys solving complex issues, and takes a proactive approach to improving end-user experience and overall system reliability.

Key Responsibilities

+ Handle inbound support calls, emails, and ticket requests across multiple client environments

+ Monitor system dashboards, alerts, and ticket queues to ensure timely response and resolution

+ Troubleshoot and resolve Level 2 technical issues prior to escalation

+ Identify recurring problems and proactively implement solutions to prevent future incidents

+ Reduce unnecessary escalations by independently resolving complex issues

+ Support and enhance the organization's overall security posture through best practices and vigilance

Common Issue Types

+ User access and authentication issues

+ Internet connectivity and network performance problems

+ Remote access and VPN troubleshooting

+ Password resets and account lockouts

+ Printer and peripheral support

+ Phishing email identification and response

Requirements

equired Skills & Experience

+ Previous experience working in a Managed Service Provider (MSP) environment

+ Hands-on experience with ticketing/PSA tools such as Kaseya, Connect Wise, or Zendesk

+ Strong networking fundamentals, including diagnosing and resolving VPN-related issues

+ Experience configuring and supporting:

+ Sonic Wall firewalls

+ Ubiquiti wireless access points

+ Ability to work across multiple clients and technologies simultaneously in a fast-paced setting

Preferred Traits

+ Strong troubleshooting and critical thinking skills

+ Proactive mindset with a focus on continuous improvement

+ Excellent communication and customer service skills

+ Ability to manage competing priorities and meet SLAs

Technology Doesn't Change the World, People Do.®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit  for more information.

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