Service desk analyst Jobs in Toledo, OH

Job Title:

• T ier 2 Help Desk Technician Company: Virtual Technologies Group (VTG) Location: Hybrid, Maumee OH Reports To: Help Department: Managed Services Travel: N/A Position Type: Full-Time Employee Type: Hourly Compensation Range: $45,000-$49,000 / $21.63 – $23.55 DOE Company Overview: Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions.
• Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity.
• With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries.
• Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible.
• At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.
• Position Overview The T2 Help Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients.
• While support is primarily performed through remote methods.

The Tier 2 role will ensure that issues can be resolved on a first touch/phone call Day-To-Day Duties and Responsibilities Incident & Problem Management:

• Utilize ITSM systems (ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents.
• Manage tickets in an organized fashion, ensuring SLA compliance and providing transparent progress updates to end users.
• Monitor ticket trends to proactively prevent widespread issues, with a prioritized focus on P1 and VIP incidents .

Technical Support & Troubleshooting:

• Troubleshoot and resolve complex computer-related issues remotely and via phone.
• Identify and remediate viruses, malware, and browser infections.
• Configure and support Microsoft Office and various third-party software products.

Systems & Security Administration:

• Manage user accounts through Active Directory / Entra ID and Microsoft 365 .
• Execute 3rd party patching for critical applications, including Chrome and Firefox.
• Resolve security-related tickets (email security, workstation alerts, etc.) to maintain environment integrity.

Monitoring & Continuity:

• Proactively monitor and remediate issues related to customer backups and data continuity.
• Respond to and resolve workstation alerts generated by monitoring tools.

Leadership & Escalation:

• Serve as an escalation point for Tier 1, providing training, mentoring, and technical support.
• Identify when to escalate high-level infrastructure issues to Tier 3 Technicians .
• Provide backup support for Tier 1 on phones and initial ticket triage as needed.

Minimum Qualifications Education/Certifications:

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365, ITIL) or proof of formal IT training.

Experience:

• 2+ years of previous customer service experience.

Technical Proficiency:

• Hands-on experience with ITSM systems and Microsoft ecosystem administration.

Communication:

• Exceptional verbal and written communication skills, with a proven ability to explain technical concepts to non-technical users.

Soft Skills:

• Ability to multitask, solve problems quickly, and remain flexible in a dynamic, fast-paced work environment.
• Preferred Qualifications Active CompTIA certifications (A+, Network+, Security+).
• Experience in a Managed Service Provider (MSP) environment.
• Why Join Us?
• At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset.
• As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.
• Join a team that values innovation, collaboration, and professional development.
• Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview:

• VTG offers a comprehensive benefits package to meet the needs of our employees and their families.
• Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

EEO Statement:

• VTG is an Equal Opportunity Employer.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.
• We believe that diversity strengthens our team and drives innovation.
• All employment decisions are based on qualifications, merit, and business needs.
• If you require reasonable accommodation during the application or interview process, please contact HR@vtgus.com. Powered by JazzHR