Strategy Career - Tier 2 Help Desk Technician

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Tier 2 Help Desk Technician

What You’d Be Doing

We are looking for a customer focused and passionate help desk support technician with 3-5 years of experience to join our team! You will be working closely with our growing team of technicians to fulfill the technology needs of our client base under a managed service provider (MSP) model. Candidates must be experienced with networking, firewalls, modern operation systems (Windows, OSX, Linux, etc.), M365, and Microsoft Azure. In addition, candidates, must have professional communication skills, a growth mindset, a desire to work in a team, and a passion to innovate.


  • Being comfortable asking for help from the team
  • Provide technical assistance with computer hardware and software
  • Adhere to client service level agreements (SLA’s)
  • Provide support via phone, in person, or electronically
  • Thoroughly document work completed on tickets
  • Recommend hardware and software improvements
  • Accurately manage and track time and tickets
  • Work with team on projects including installing computers, phone systems, etc.
  • Travel will be required from time to time


  • Must have CompTIA A+ and Network+ Certification (220-901 + 220-902) or equivalent experience
  • Technology related degree is preferred
  • At least three years of experience in help desk or network administration.
  • Ability to build rapport with clients
  • Strong communication skills
  • Strong troubleshooting and critical thinking skills
  • Strong understanding of cyber-security best practices
  • Positive and professional demeanor
  • Experience managing Windows networks
  • Experience with firewall systems (SonicWall, Cisco, etc.)
  • Experience with Windows Server Management / Active Directory / Group Policy
  • Proficient with modern operating systems (Windows, OSX, Linux, etc.)
  • Experience with VoIP phone systems
  • Experience with cabling (Cat 5, Cat 6, and Fiber)


  • Proficient with email migrations (Microsoft 365)
  • Familiar with RMM solutions (Datto, Kaseya, SolarWinds, ConnectWise, etc.)
  • Proficient with Microsoft 365 and programs
  • Proficient with Azure AD
  • Proficient with Intune
  • Proficient with Dynamics
  • Proficient with Datto products and services
  • Proficient with Autotask PSA
  • Proficient with Breach Secure Now
  • Proficient with Printer Logic and PaperCut
  • Types 40+ WPM