Level 2 Service Desk Technician - Tampa, FL
Why Join CIO Technology Solutions?
At CIO Technology Solutions, we are dedicated to providing top-tier IT solutions with a customer-first mindset. As a Level 2 Service Desk Technician, you'll play a key role in solving complex technical issues, mentoring junior technicians, and ensuring a seamless IT experience for our clients.
- Technology-driven: Work with the latest IT solutions, including Microsoft 365, Virtual Desktop Infrastructure (VDI), Virtualization, and Security Solutions (EDR, MDR, SIEM).
- Customer-centric approach: You'll be a trusted advocate for our clients, delivering exceptional support and solutions tailored to their business needs.
- Collaborative team: Join a group of experienced professionals who prioritize teamwork, efficiency, and problem-solving.
- Continuous growth: Gain hands-on experience across multiple industries, expand your skillset, and grow in an environment that promotes from within.
Primary Responsibilities
- Provide escalated IT support, resolving complex technical issues efficiently and ensuring a positive customer experience.
- Respond promptly to helpdesk tickets, prioritize requests, and adapt to shifting service needs.
- Document all work and resolutions in ConnectWise with clear and detailed closure notes for client review.
- Assist with onboarding new clients and users, ensuring smooth integration into their IT environment.
- Participate in on-call rotation for after-hours support.
- Mentor and support Level 1 technicians, helping them develop troubleshooting skills and IT knowledge.
Technical Responsibilities
- Install, configure, and troubleshoot workstations, software, and peripheral devices.
- Manage Active Directory users, groups, and permissions.
- Perform Windows Server administration, including troubleshooting and maintenance.
- Support Microsoft 365 environments, including Exchange Online, SharePoint, and Teams administration.
- Deploy, configure, and troubleshoot VDI solutions (Citrix, VMware Horizon, or Azure Virtual Desktop).
- Support virtualization platforms, such as VMware ESXi, Hyper-V, or Proxmox.
- Identify, analyze, and resolve network and connectivity issues (basic firewall, VLAN, and VPN support preferred).
- Support and troubleshoot Security Solutions, including:
- Endpoint Detection & Response (EDR)
- Managed Detection & Response (MDR)
- Security Information & Event Management (SIEM)
- Ensure backup systems are functional and validated, responding to backup failures as needed.
- Document unique customer configurations and solutions to improve team knowledge.
- Conduct technical evaluations of new hardware/software solutions as assigned.
Requirements
- Bachelor's degree in IT, business, or a related field (or equivalent hands-on experience).
- 4+ years of experience supporting a 50+ user Windows environment in an IT service role.
- Strong experience with Windows desktop support, Active Directory, and common network protocols.
- Exposure to Windows Server technology, including troubleshooting and administration.
- Experience supporting Microsoft 365 environments (Exchange, SharePoint, Teams).
- Hands-on experience with VDI solutions (Citrix, VMware Horizon, or Azure Virtual Desktop) preferred.
- Familiarity with virtualization technologies (VMware ESXi, Hyper-V, or Proxmox).
- Knowledge of Security Solutions (EDR, MDR, SIEM) and ability to assist in troubleshooting security incidents.
- Excellent problem-solving, communication, and documentation skills.
- Self-motivated with a strong desire for learning and professional growth.
Benefits
- Paid Time Off (PTO): 15 days in Year 1.
- Retirement plan: IRA with a company match.
- Healthcare: Full insurance package (medical, dental, vision, life, and ancillary options).
- Work culture: Frequent company events, team lunches, and a business-casual environment.
- Professional development: Growth opportunities and employee referral bonuses.
- Community engagement: Paid Volunteer Time Off (VTO) program.
- Compensation: $18 to $22 per hour (based on experience)