Tier 2 / Tier 3 Help Desk Technician

Job Title :

• T ier 2 / Tier 3 Help Desk Technician   Company :   Virtual Technologies Group (VTG)  Location : Hybrid, Maumee OH Reports To : Help Desk Manager Travel : N / A Position Type :  Full-Time Employee Type : Salaried Compensation Range :   $45,000 -$55,000  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 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
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365, ITIL) or proof of formal IT training.
• Strong verbal and written communication skills with the ability to communicate technical information clearly to non-technical users.
• Experience using IT Service Management (ITSM) systems such as ConnectWise, ServiceNow, or Jira Service Management.
• 2 years previous customer service experience.
• Excellent with oral and written communication.
• Ability to quickly solve problems.
• Flexibility in a dynamic work environment.
• Multitasking and completing projects according to their scheduled deadlines.
• Preferred Qualifications CompTIA Certifications  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.

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