Top 8 Helpdesk technician ii Jobs in Georgia

Tier 2 Helpdesk Technician
SMB IT Solutions —Smyrna, GA
- $50,000 - $65,000 a year
- Weekends as needed
- Mid-level
- Windows
- Ability to lift 50 pounds
- Health insurance
- Dental insurance
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Help Desk Technician (Tier 2)
Snap Tech IT —Cumming, GA
- $55,000 - $65,000 a year
- Full-time
- Mid-level
- Windows
- Driver's License
- Paid holidays
- Health insurance
Helpdesk Engineer - Level II
Century Solutions Group, Inc. —Tyrone, GA
- $55,000 - $65,000 a year
- Full-time
- Mid-level
- 3 years
- High school diploma or GED
- Dental insurance
- Paid time off
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Specialist II, Technical Product Support
Ricoh —Duluth, GA
- Overtime
- 5 years
- Research
- Mid-level
Maintenance Technician II
Waterton —Atlanta, GA
- Sanitation
- Mid-level
- Residential
- Paid parental leave
- Paid holidays
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Field Service Technician II
Technical Safety Services —Alpharetta, GA
- $21 - $29 an hour
- Full-time
- Background check
- Clean driving record
- Basic math
- Paid holidays
- Health insurance
14d
Cloud Administrator - Tier 2/3
Ardalyst —Athens, GA
- Full-time
- Hybrid work
- Computer science
- Microsoft Outlook
- Computer Science
- Paid holidays
- Disability insurance
Quick Apply

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Tier 2 Helpdesk Technician

SMB IT Solutions -
Smyrna, GA

Quick Apply

Job Details

Full-time
$50,000 - $65,000 a year

Benefits

Health insurance
Dental insurance
Paid time off
Vision insurance
Professional development assistance
Retirement plan

Qualifications

Phone communication
Windows
Driver's License
Driving
Typing
Associate's degree
Client interaction via phone calls

Full Job Description

JOB TITLE: Senior / Level 2 Helpdesk Technician
SALARY RANGE: $50,000 - $65,000 + Benefits
HOURS OF WORK: 40 hours per week
LOCATION: Smyrna, GA

OVERVIEW
The number one goal of everyone on our team is to make our Clients exceptionally happy. The Senior Help Desk Technician plays an important role in making sure that happens.
The Senior Help Desk Technician handles escalated support requests for the Service Delivery Team. They are assigned support requests that a Junior Help Desk Technician can’t handle.
When help is needed the Senior Help Desk Technician can turn to the Service Delivery Manager for guidance and support.

RESPONSIBILITIES & TASKS

Customer service

Work on and resolve escalated Help Desk Tickets
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting
Remote Hardware Maintenance and Support

Use of our Ticketing System

Use our Ticketing System to work on and resolve Help desk Tickets & Service Requests in real time
Managing and recording all work through our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process

Use of our Remote Management & Monitoring Tool

Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes

Project Work

From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the Senior / L2 Technician may be required to help with project delivery

Communication, Reporting & Risk

Escalate tickets that require Service Delivery Manager support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Time sheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Teamwork

Mentor the “Junior” Service Team Members
Follow the schedule provided by the Service Desk Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Protocols and Procedures, keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Desk Manager or CTO

SKILLS & ATTRIBUTES

Desired

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
Advanced understanding of support tools, techniques and how technology is used to provide services
Advanced understanding of operating systems, business applications, printing systems and network systems
Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
Advanced experience and knowledge of working with the Microsoft 365 Platform
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Great Communications skills, founded in being a good listener
A deep desire to deliver an amazing Client Experience
Driver’s license
The ability to keep up with & adapt to the fast-paced IT world

Nice to Have

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience in handling Technical Service Tickets
Professional IT Certifications such as CompTIA Network+, Security+, Microsoft MS-900, AZ-900, SC-900, AI-900, AI-3018, ITIL, ITSM, etc.
Client Experience Certifications such as Help desk Habits, etc.
Experience working either on a Help desk or for a Managed Service Provider (MSP) / IT Support Business.

Required Education/Certification

4-year degree from an accredited institution

Physical Demands

While performing the duties of this position the employee is regularly required to sit and talk and listen. The employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The employee is required to stand, walk, and drive or ride in a motor vehicle. The employee must occasionally lift and/or move up to 50 lbs. Must have the ability to travel within the Atlanta Metro area, sometimes with short notice, and be able to provide after-hours support and weekend implementation as needed.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Benefits:

Dental, Health, Vision Insurance
Paid time off
Professional development assistance
Retirement plan

Schedule:

Monday to Friday
On call

Education:

Associate (Required)

Experience:

Tier II: 3 years (Required)
Windows: 5 years (Required)
Mac: 5 years (Required

License/Certification:

Driver's License (Required)

Work Location: In person

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helpdesk technician ii jobs in georgia

Tier 2 Helpdesk Technician

Help Desk Technician (Tier 2)

Helpdesk Engineer - Level II

Specialist II, Technical Product Support

Maintenance Technician II

Field Service Technician II

Cloud Administrator - Tier 2/3

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