Tier 2 / Tier 3 Help Desk Technician

Tier 2 / Tier 3 Help Desk Technician

Company : Virtual Technologies Group (VTG)

Location : Hybrid, Maumee OH

Reports To : Help Desk Manager

Position Type : Full-Time

Compensation Range : $45,000 - $55,000

Position Overview

The Tier 2 / Tier 3 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 Technician role will ensure that issues can be resolved on a first touch / phone call.

Day-To-Day Duties and Responsibilities

• Utilize IT Service Management (ITSM) systems (e.g., ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents, ensuring accurate documentation and SLA compliance.
• Provide clear, professional communication with end users, both written and verbal, to ensure technical issues are explained and progress updates are transparent.
• Troubleshoot and resolve computer-related issues with end users remotely and over the phone.
• Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends.
• Identify and remove viruses, malware, and browser infections.
• Manage accounts through Microsoft Active Directory / Entra ID and Office 365.
• Setup and configuration of Microsoft Office products and many other software products.
• Monitor and fix issues related to customer backups.
• Handle issues in an organized fashion through a ticketing system with regular customer updates.
• Communicate with coworkers to escalate tickets as needed.
• Back up Tier 1 on the phones and tickets as needed.
• Training, mentoring, and supporting T1 Help Desk Technicians.

Minimum Qualifications

Preferred Qualifications

Why Join Us?

At Virtual Technologies Group we provide more than just IT solutionswe 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 recruit@.