Level 2 Helpdesk Technician

Cleveland, OH
Full Time
Experienced

We are an Ohio-based MSP company specializing in comprehensive IT services for enterprises of all sizes. From desktop to server, network, and telecommunications solutions, we're trusted partners dedicated to helping businesses achieve their goals while optimizing IT investments and minimizing costs.  

We are looking for a Level 2 Helpdesk Technician to join our dynamic team.

The Role:   

As a Level 2 Helpdesk Technician, you'll be in charge of escalations from our helpdesk team members and provide advanced technical support to our valued clients.  

We're seeking a seasoned IT professional who not only sees the bigger picture but also exhibits a genuine commitment to service – someone who willingly goes above and beyond to ensure exceptional service delivery, whether it's resolving technical issues or aiding colleagues and clients alike.  

We value career-driven individuals who are passionate about honing their skills and advancing within the industry, with the potential to grow into Subject Matter Experts (SMEs) in a particular skill or discipline. 
 
Responsibilities:    

Take escalation tickets from the helpdesk  

Handle Tier 2 tickets including but not limited to:  

  • Network Issues / Outages   

  • Backup and Disaster Recovery Review / Maintenance Restores / Deploying   

  • Security Solution Review / Maintaining / Deploying    

  • MFA   

  • A/V   

  • SAT   

  • SIEM   

  • Business Application Support / Securing Third Party Support   

  • POS   

  • PMS   

  • Active Directory, Group Policy, DHCP, DNS edits  

  • Hotel Applications (Key/lock, Guest Internet/Cable, etc,)   

  • Financial and Accounting Applications  

Advanced Firewall Troubleshooting – policies, traffic monitoring, configuration  

Microsoft 365 and Entra (Azure) Administration – troubleshooting mail flow, mail rules, connectors, etc.  

Client Onboarding  

Client communications and interactions, remote and in-person  

Detailed documentation of issues and resolutions  


Qualifications:    

  • 7+ years of IT support experience 

  • 5+ years of experience working with Windows Server OS, Active Directory/Group Policy/ DNS, Firewall config/troubleshooting, Switch config/troubleshooting (i.e. VLANs)   

  • Knowledgeable in networking LAN/WAN concepts, structure, and equipment – understand VLANs, configuring switches   

  • Advanced Firewall Troubleshooting experience  


HR Information:   

Salary: $60,000 to $75,000 depending on experience. 

This is a full-time in-office position (8:30a to 5:30p M-F) 

  • Limited local travel (15% -25%) with a monthly fuel stipend
  • Out-of-state travel a few times a year

2 weeks of vacation + 8 National Holidays a year

40 hours of PTO (for use as sick time or personal errands)

Professional Development Program with bonuses and compensation increases 

401K Retirement Plan with 4% matching 

Medical Insurance options

Life Insurance

Additional Benefits and Discount Plans available


If this sounds like you, we would love to have you on our team. Let's work together to create a significant impact, not only within the IT industry but also in our community.   

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