Helpdesk Engineer - Level II

About Us :

Century Solutions Group, Inc., an IT services provider based in Tyrone, GA with an additional office in Atlanta near the Battery, is dedicated to helping clients succeed by delivering customized technology solutions tailored to their unique needs. Century offers a dynamic and rewarding environment where team members are empowered to learn, grow, and make a meaningful impact.

Job Summary :

The Help Desk II is responsible for delivering high-quality technical support to clients, ensuring the stability, security, and efficiency of IT systems. This role involves managing service requests, troubleshooting hardware and software issues, and maintaining accurate documentation across ticketing and knowledge management systems. The ideal candidate is detail-oriented, client-focused, and capable of balancing multiple priorities in a fast-paced environment.

Key Responsibilities :

• Provide timely, professional support to clients to ensure optimal system performance.
• Document all system configurations, technical issues, and resolutions in detail.
• Manage and monitor daily service tickets, ensuring proper handling, escalation, and closure.
• Maintain accurate and detailed notes in ConnectWise and IT Glue.
• Participate in after-hours, on-call support rotations for client systems.
• Conduct system analysis to determine hardware, software, and functional specifications.
• Perform hardware / software troubleshooting both on-site and remotely.
• Communicate effectively with clients via phone, email, and Teams.
• Maintain accurate timesheets and ticket records.
• Stay current with industry certifications, technologies, and best practices.

Qualifications / Skills :

Experience with :

Performance Metrics :

Other :

Benefits :

Why Join Us?