Level 2 Helpdesk Technician-MSP Hire, Inc.

Cleveland, OH
January 21, 2025
Full Time
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Average Pay*: 20-30
*average hourly rate for this position in your area
Deadline date:
$29 - $36

Job Description

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Job Title: Level 2 Helpdesk Technician

Company: MSP Hire, Inc.

Location: Cleveland, OH

Pay: $60000 – 75000 per year

AI Pay Analysis: The hourly rate corresponding to an annual salary of $60,000 to $75,000 ranges from approximately $28.85 to $36.06 per hour. In Cleveland, OH, this compensation appears to be competitive for a Level 2 Helpdesk Technician, as salary data suggests that typical earners in this role range from around $40,000 to $65,000 per year, depending on experience and specific company factors. This pay bracket aligns well with industry standards, especially for positions requiring moderate experience and technical expertise, indicating that the offered salary is attractive within the local market for IT support roles.

Job description:

We are a leading Ohio-based Managed Service Provider (MSP) specializing in comprehensive IT services tailored for enterprises of all sizes. Our expertise spans desktop, server, network, and telecommunications solutions, making us trusted partners focused on helping businesses achieve their objectives while optimizing IT investments and reducing costs.

We are currently seeking a Level 2 Helpdesk Technician to become an integral part of our dynamic team.

The Role:
As a Level 2 Helpdesk Technician, you will be responsible for managing escalations from our helpdesk team and delivering advanced technical support to our esteemed clients. We are looking for a seasoned IT professional who possesses a strategic mindset and a genuine commitment to service excellence—someone who is dedicated to going above and beyond to ensure outstanding service delivery, whether by resolving technical issues or providing assistance to colleagues and clients. We prioritize career-driven individuals passionate about refining their skills and advancing within the industry, with the opportunity to grow into Subject Matter Experts (SMEs) in specific areas of expertise.

Responsibilities:

  • Manage escalation tickets from the helpdesk team.
  • Address Tier 2 tickets, including but not limited to:
    • Network Issues / Outages
    • Backup and Disaster Recovery Review / Maintenance, Restorations, and Deployments
    • Security Solution Review / Maintenance and Deployment
    • Multi-Factor Authentication (MFA)
    • Antivirus (A/V)
    • Security Awareness Training (SAT)
    • Security Information and Event Management (SIEM)
    • Business Application Support / Securing Third Party Support
    • Point of Sale (POS)
    • Property Management Systems (PMS)
    • Active Directory, Group Policy, DHCP, and DNS troubleshooting
    • Hotel Applications (Key/Lock, Guest Internet/Cable, etc.)
    • Financial and Accounting Applications
    • Advanced Firewall Troubleshooting – policy management, traffic monitoring, configuration
    • Microsoft 365 and Azure (Entra) Administration – troubleshooting mail flow, mail rules, connectors, etc.
    • Client onboarding
    • Client communications and interactions, both remotely and in-person
    • Detailed documentation of issues and resolutions

Qualifications:

  • A minimum of 7 years of IT support experience.
  • At least 5 years of experience with Windows Server OS, Active Directory/Group Policy/DNS, firewall configuration/troubleshooting, and switch configuration/troubleshooting (including VLANs).
  • Comprehensive knowledge of LAN/WAN networking concepts, structures, and equipment, including VLANs and switch 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 (Monday to Friday, 8:30 AM to 5:30 PM).
    • Limited local travel (15% – 25%) with a monthly fuel stipend.
    • Out-of-state travel required a few times a year.
  • Benefits include:
    • 2 weeks of vacation plus 8 national holidays annually.
    • 40 hours of Paid Time Off (PTO) for sick leave or personal errands.
    • A professional development program providing bonuses and compensation increases.
    • 401K Retirement Plan with 4% matching.
    • Medical insurance options.
    • Life insurance.
    • Additional benefits and discount plans available.

If you resonate with this description and are eager to make a significant impact within the IT industry and our community, we would be delighted to have you join our team.

Job Posting Date: Sun, 12 Jan 2025 06:24:30 GMT

Apply now!

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