About the position
Dynamic Network Support is seeking a dedicated Tier 2 Help Desk Technician who will play a crucial role in providing high-quality IT support to clients. This position is not just a steppingstone but a vital part of our customer service team, focusing on resolving technical issues related to Microsoft’s core business applications and operating systems. The technician will be responsible for managing customer tickets, building client relationships, and ensuring timely resolution of technical problems.
Responsibilities
• Provide Tier 2 Level IT Support for client technical issues via phone, emails, tickets, and occasionally remote/onsite.
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• Resolve an average of 9 to 12+ tickets per day, depending on issue complexity.
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• Establish and communicate clear expectations and concerns with clients.
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• Timely updates, prioritization, resolution, and closure of open customer tickets.
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• Document all activities thoroughly in the ticket system.
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• Build and foster client relationships to earn their trust and provide high-quality service.
Requirements
• High School Diploma or GED required.
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• 3 years of customer support experience with a minimum of 2 years IT support experience in an enterprise environment.
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• Valid Driver’s License and reliable transportation.
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• Advanced understanding of operating systems, business applications, printing systems, and network systems including Foundational Networks, Office 365/Cloud, and Scripting Knowledge.
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• Solid interpersonal skills including active listening and verbal/written communication.
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• High level of customer service, professionalism, punctuality, and confidentiality.
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• Ability to multi-task and adapt to changes quickly in a fast-moving environment.
Nice-to-haves
• A+, Network+, Security+, MCP, MCSE, MCSA certifications (helpful, but not required).
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• Willingness to travel occasionally for short trips.
Benefits
• Mileage reimbursement
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• Health insurance
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• Dental insurance
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• 401(k)
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• Paid time off
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• Vision insurance
