Tier 2 Help Desk Technician

Atruent – Millersville, MD

Tier 2 Help Desk Technician

Atruent – Millersville, MD

Job Description
We are seeking a skilled and detail-oriented Tier 2 Technician to join our Managed Service Provider (MSP) team. The Tier 2 Technician will serve as a critical escalation point for complex technical issues, providing advanced troubleshooting and support to ensure client satisfaction and system reliability. This role requires hands-on expertise with key MSP tools, a deep understanding of IT systems, and a passion for delivering exceptional service to clients.

Key Responsibilities:

1. Advanced Technical Support:
- Serve as an escalation point for Tier 1 technicians, resolving complex technical issues promptly and effectively.
- Diagnose and troubleshoot issues related to hardware, software, networking, and cloud-based solutions.
- Manage advanced configurations and integrations across client environments, including Microsoft 365, Datto RMM, and Auvik.
2. Client System Maintenance:
- Proactively monitor client systems for potential issues using tools like Datto RMM and Auvik.
- Perform advanced maintenance tasks such as patch management, system updates, and network optimizations.
- Ensure data integrity through backup verification, recovery testing, and disaster recovery planning.
3. Documentation & Process Improvement:
- Maintain accurate and detailed client documentation in IT Glue.
- Review and improve internal knowledge base articles to assist Tier 1 technicians.
- Identify recurring issues and recommend long-term solutions or process enhancements.
4. Project Support:
- Assist with the implementation of new client projects, including migrations, deployments, and system upgrades.
- Collaborate with project managers and engineers to deliver solutions on time and within scope.
5. Collaboration & Communication:
- Work closely with Tier 1 technicians, providing guidance and mentorship as needed.
- Escalate unresolved issues to Tier 3 or engineering teams with comprehensive documentation.
- Communicate effectively with clients to provide updates, technical explanations, and best practices.

Required Skills & Qualifications:

Technical Expertise:
- Proficient in troubleshooting and supporting systems such as Autotask, IT Glue, Screen Connect, Datto RMM, Microsoft 365, and Auvik.
- In-depth knowledge of Windows operating systems, Office applications, and networking (DNS, DHCP, firewalls, VPNs).
- Experience with backup solutions, disaster recovery, and virtualization technologies.
Problem-Solving Abilities:
- Strong analytical skills to identify root causes and resolve issues efficiently.
- Ability to handle high-pressure situations and manage multiple priorities effectively.
Customer-Centric Approach:
- Excellent communication skills, both verbal and written.
- Ability to explain complex technical issues in a simple and friendly manner.
- Strong commitment to delivering high-quality client experiences.
Personal Attributes:
- Detail-oriented, organized, and proactive in identifying and addressing system vulnerabilities.
- Passionate about technology and dedicated to continuous learning.
- Team player who thrives in a collaborative environment.
Certifications (Preferred):
- CompTIA Network+, Security+, or equivalent certifications.
- Microsoft 365 or Azure certifications.
- Relevant certifications in networking or backup technologies.

Apply Now

Name(Required)

Email(Required)

Phone(Required)

What State Do You Reside In?

Do you have unrestricted authorization to work in the United States?*(Required)

Yes

Will you now or at a future date require a visa sponsorship to work in the United States?*

Yes

LinkedIn Profile

Message

+ Attach Resume(Required)

Accepted file types: pdf, doc, docx, txt, Max. file size: 50 MB.

(.pdf, .doc, .docx, txt)

+ Attach Cover Letter(Required)

Accepted file types: pdf, doc, docx, txt, Max. file size: 50 MB.

(.pdf, .doc, .docx, txt)

“ABH has been working with Atruent for the last 2+ years. Every person within the company strives for excellence and provides exceptional service to their clients. The CEO builds individual relationships and sets the tone for a friendly organizational culture and climate. Every phone call, meeting, or interaction with any of their staff leads to satisfaction and fondness for their attitude, expertise, and competence. I would recommend Aida and her team to up-and-coming or established companies. No job is too small or too big for this company.”

Vera Kurdian LCSW_C, CEO, Program Director, Advanced Behavioral Health, Inc.

Atruent's Value Proposition

VALUE PROPOSITION FOR

Relevancy

Protecting your patient's information is what you care about the most besides simply caring for your patient. Optimizing your IT Infrastructure while staying HIPAA compliant is critical, which is why you need the right Technology Partner to give you peace of mind.

quantified value

We optimize your network infrastructure to guarantee up time when you need it the most.
We will guide you through HIPAA compliance journey every step of the way
We make sure that all equipment, hardware and software alike is working at an optimal level to ensure efficiency