Job Title: Tier II Helpdesk Technician
Location: Enfield, CT
Who We Are
At Code Blue, we’re a value-driven technology integration and managed services provider that partners with some of the world’s most recognized retail brands, including being a proud, recommended IT vendor for Planet Fitness.
What sets us apart isn’t just our technical expertise; it’s our people-first approach to delivering complex technology solutions that provide measurable business value. Our core values of Integrity, Service, Transparency, and Accountability guide every interaction we have, with clients, vendors, and each other.
We believe in doing things the right way, not the easy way and we build lasting relationships rooted in honesty and mutual respect.
About the Role
We’re looking for a Tier II Helpdesk Technician to join us onsite in Enfield, CT. This is the next step beyond front-line support: you’ll take on the tickets that couldn’t be solved on first touch, dig past the symptoms to find the actual root cause, and see the issue through to a confirmed resolution.
Tier II is where remote troubleshooting meets project execution. You’ll work our most complex tickets, coordinate and dispatch field technicians to site, hold partner vendors accountable to their commitments, manage quotes and materials through to install, and mentor our Tier I technicians along the way. When a site visit doesn’t fix the problem, you’re the person who figures out why.
We’re looking for someone who takes ownership without being asked, communicates clearly under pressure, and genuinely enjoys untangling complicated problems. If you value continuous learning and want a clear path toward technical leadership, we’d love to hear from you.
Your Day-to-Day Responsibilities:
· Take ownership of the more complex tickets in our shared queue and drive them to resolution, regardless of their current status or how far along they are
· Identify the root cause of complex, multi-system issues rather than resolving symptoms, and document your findings clearly
· Perform advanced remote troubleshooting across networks, PCs, IP and analog camera systems, NVR/DVR, AV distribution, TVs, amplifiers, and other low-voltage equipment
· Dispatch and manage field technicians to site: build and customize Scopes of Work, confirm dispatch readiness, run the pre-dispatch call, stay in contact throughout the visit, and verify results before the technician checks out
· Hold partner vendors accountable: record reference numbers, track commitments and ETAs, drive follow-up, and determine why a vendor’s troubleshooting or site visit failed to resolve the issue
· Manage quoting, approvals, and procurement: build or request quotes, track orders and budget thresholds, provide the client delivery dates and tracking, confirm receipt, and book the install
· Mentor and support Tier I technicians by providing troubleshooting guidance and feedback on escalated tickets, keeping them involved through completion
· Spot recurring patterns in site issues, equipment failures, and ticket handling, and raise them to management so they get fixed at the source
· Raise issues that fall outside your scope or authority to management promptly, with complete documentation of everything already attempted
· Keep clients informed on a consistent cadence with clear, jargon-free updates and a dated next step, and confirm resolution with the client before any ticket is closed
· Document all work performed in our ticketing system through accurate time entries and detailed notes
· Pick up standard front-line tickets from the queue when the complex work is caught up
What We’re Looking For:
· 3+ years of help desk or technical support experience, including at least 1 year at a Tier II, senior, or escalation level (essential)
· Demonstrated ability to diagnose root cause on complex issues spanning multiple systems or vendors
· Experience coordinating or dispatching field technicians, contractors, or vendors, and holding them accountable to scope and schedule
· Strong working knowledge of Windows OS, Microsoft Office Suite, and troubleshooting user environments
· Solid networking fundamentals: switching, VLANs, DHCP/DNS, Wi-Fi, and working ISP or circuit issues through to resolution
· Hands-on experience with IP and analog camera systems, NVR/DVR, AV systems, TVs, and low-voltage devices
· Experience with a ticketing or PSA platform, Autotask preferred; ConnectWise, Zendesk, ServiceNow, or similar also valued
· Project coordination experience: managing schedules, materials, budget thresholds, and multiple stakeholders toward a committed date
· Excellent written documentation habits, leaving tickets in a state someone else could pick up cold
· A mentorship mindset and the patience to bring less experienced technicians along with you
· CompTIA A+, Network+, or comparable certifications are a plus
Work Schedule:
Monday to Friday, onsite in Enfield, CT
A rotating weekend shift, paid as overtime
Occasional additional overtime for outages and dispatch coverage
Why Join Code Blue?
· A defined growth path toward senior technical and leadership roles
· Supportive team environment where mentorship and collaboration are encouraged
· Real ownership of your tickets, your dispatches, and your client relationships
· A company culture that values honesty, inclusion, and accountability
· Benefits include:
· Paid time off
· Health and dental insurance
· A workplace that celebrates diverse perspectives and contributions
How to Apply:
Interested? We’d love to connect.
Send your resume (in English) along with a short note about your experience, particularly any escalation, dispatch, or vendor management work and any support tools you’ve used such as Autotask or Zendesk, to [email protected].
We encourage applicants of all backgrounds and identities to apply.
Code Blue is committed to fostering an inclusive, respectful, and empowering workplace for all
Pay: $23.00 - $25.00 per hour
Work Location: In person
