Level 2 Support Desk Technician

---

Job description

This is a full-time position in-office with typical work hours from 8:00 am - 5:00pm, Monday through Friday with an hour lunch.

Company Overview:
Integrated Technologies, Inc. is a Managed Service Provider (MSP) based in High Point, NC, specializing in outsourced IT services for a range of clients across various industries in the Carolinas. Our team is dedicated to providing exceptional support for clients, with a focus on proactive solutions and responsive service. As we continue to grow, we're looking for an experienced Level 2 Support Desk Technician to join our committed team.

Job Description:
As a Level 2 Support Desk Technician, you'll play a pivotal role in delivering technical support to our SMB clients. This client-facing position requires strong troubleshooting skills, attention to detail, and a professional demeanor to effectively manage and resolve issues. You will work with a range of technologies and environments, providing both remote and onsite support while contributing to our goal of ensuring smooth and efficient IT operations for our clients.

Key Responsibilities:

Diagnose and resolve hardware, software, and networking issues, managing various client requests with efficiency and precision.

Address and resolve client tickets in compliance with Service Level Agreements (SLAs).

Communicate clearly and professionally with clients via phone and email to identify problems and provide guidance.

Provide both remote and onsite support using a range of tools to troubleshoot and resolve issues.

Maintain thorough documentation of work performed, processes, and client interactions to ensure accurate records and support future resolution efforts.

Offer professional recommendations for upgrades and enhancements based on client needs and industry best practices.

Collaborate with other team members to share knowledge and refine support processes for enhanced efficiency.

Requirements

Experience:

Minimum of 3 years in IT support, with at least 1 year in an MSP environment preferred.

Familiarity with PSA, RMM, MDM, and IT documentation tools.

Professional IT certifications are a plus.

Qualifications and Skills:

Experience with Windows Server, Microsoft 365, EntraID, and Intune.

Understanding of networking fundamentals, including VLANs, firewalls, and VPN configuration.

Ability to troubleshoot across diverse platforms, including Linux, Apple products, and virtualization technologies like VMware & Hyper-V.

Exceptional communication skills, with the ability to explain technical concepts to clients with varying levels of expertise.

Strong organizational and problem-solving abilities.

A proactive approach to learning and adapting in a fast-paced environment.

Professional IT Certifications are a plus but not required.

Benefits

Competitive salary: $65,000 - $75,000 (dependent on knowledge & experience)

Health, Dental, Life & Vision insurance

Paid Time Off

Paid Holidays

401K Retirement with company match

Company vehicle for onsite work

Opportunities for professional growth through certifications and training.

<!– job description page –>