L2 Helpdesk Technician-MSP Hire, Inc.

Cleveland, OH
January 2, 2025
Part Time
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Average Pay*: 20 to 30
*average hourly rate for this position in your area
Deadline date:
$29 - $36

Job Description

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Job Title: L2 Helpdesk Technician

Company: MSP Hire, Inc.

Location: Cleveland, OH

Pay: $60000 – 75000 per year

AI Pay Analysis: The annual salary range of $60,000 to $75,000 for an L2 Helpdesk Technician in Cleveland, OH, translates to approximately $28.85 to $36.06 per hour, which is competitive and aligns well with industry standards for similar roles in the region. According to salary data from various job platforms and reports, L2 Helpdesk Technicians typically earn between $50,000 and $75,000, depending on experience and specific skill sets, making this offering competitive, particularly for professionals with a few years of experience. Additionally, as companies increasingly rely on IT support, demand for skilled helpdesk technicians remains strong, suggesting that this compensation package is attractive for potential candidates.

Job description:

We are an Ohio-based Managed Service Provider (MSP) company specializing in comprehensive IT services for enterprises of all sizes. Our expertise spans desktop, server, network, and telecommunications solutions, positioning us as trusted partners dedicated to helping businesses achieve their objectives while optimizing IT investments and minimizing costs.

The Role:
We invite you to join our dynamic team as a Level 2 Helpdesk Technician. In this critical role, you will oversee escalations from our junior helpdesk team members, delivering advanced technical support to our valued clients. We are looking for a seasoned IT professional who possesses a holistic view of IT operations and demonstrates a genuine commitment to service excellence. This is someone who goes above and beyond to ensure exceptional outcomes, whether resolving technical issues or supporting colleagues and clients. We take pride in fostering career-driven individuals passionate about refining their skills and advancing within the industry, with the opportunity to evolve into Subject Matter Experts (SMEs) in specialized areas. If this resonates with you, we would be delighted to welcome you to our team. Together, we can make a significant impact not only in the IT sector but also within the broader community.

Responsibilities:

  • Manage escalation tickets from the helpdesk team.
  • Address Tier 2 tickets, including but not limited to:
    • Network issues and outages
    • Backup and disaster recovery review/maintenance and restores
    • Security solution review, maintenance, and deployment (MFA, A/V, SAT, SIEM)
    • Business application support and securing third-party assistance (POS, PMS)
    • Active Directory management, Group Policy, DHCP, and DNS edits
    • Support for hotel applications (key/lock systems, guest Internet/Cable)
    • Financial and accounting applications
    • Advanced firewall troubleshooting, including policies, traffic monitoring, and configuration
    • Administration of Microsoft 365 and Entra (Azure), focusing on troubleshooting mail flow, mail rules, and connectors
    • Client onboarding processes
    • Client communications, both remotely and in person
    • Thorough documentation of issues and resolutions

Qualifications:

  • Minimum of 7 years of IT support experience.
  • At least 5 years working with Windows Server OS, Active Directory, Group Policy, DNS, firewall configuration/troubleshooting, and switch configuration/troubleshooting (e.g., VLANs).
  • Strong knowledge of LAN/WAN concepts, structures, and equipment, including VLAN configuration.
  • Proven experience in advanced firewall troubleshooting.

HR Information:

  • Salary: $60,000 to $75,000, commensurate with experience.
  • This is a full-time, in-office position with hours from 8:30 AM to 5:30 PM, Monday through Friday.
  • Limited local travel (15%-25%), with a monthly fuel stipend of $100. The company will cover travel expenses for distances exceeding 100 miles round trip.
  • Vacation benefits include two weeks after one year, with one week available for use after six months.
  • 40 hours of PTO are provided for sick time or personal errands, alongside 8 national holidays annually.
  • We offer a Professional Development Program with bonuses and compensation increases for achieving additional industry or product certifications.
  • Our benefits package includes a 401K Retirement Plan with a 4% matching company contribution, with eligibility after six months.
  • Medical insurance options include 12 plans to choose from, with a fixed employer contribution.
  • The company provides $10,000 in life insurance coverage, with options for additional coverage and AD&D.

Additional Benefits (with voluntary employee deductions):

  • Selection of 6 optional dental plans.
  • Choice of 5 optional vision plans.
  • Access to accident, hospital indemnity, and critical illness plans available through AFLAC.
  • Various levels of short-term and long-term disability plans.
  • Employee Assistance Program available.
  • Pet insurance options.
  • Legal assistance plans for family matters, estate planning, real estate, and traffic law issues.
  • Discount plans for auto and home insurance, personal excess liability insurance, identity theft protection, and vacation packages.

We look forward to the possibility of you joining our dedicated team.

Job Posting Date: Thu, 19 Dec 2024 01:30:22 GMT

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