Level 2 Support Desk Technician

This is a full-time position in-office with typical work hours from 8:00 am – 5:00pm, Monday through Friday with an hour lunch.

Company Overview:
Integrated Technologies, Inc. is a Managed Service Provider (MSP) based in High Point, NC, specializing in outsourced IT services for a range of clients across various industries in the Carolinas. Our team is dedicated to providing exceptional support for clients, with a focus on proactive solutions and responsive service. As we continue to grow, we’re looking for an experienced Level 2 Support Desk Technician to join our committed team.

Job Description:
As a Level 2 Support Desk Technician, you’ll play a pivotal role in delivering technical support to our SMB clients. This client-facing position requires strong troubleshooting skills, attention to detail, and a professional demeanor to effectively manage and resolve issues. You will work with a range of technologies and environments, providing both remote and onsite support while contributing to our goal of ensuring smooth and efficient IT operations for our clients.

Key Responsibilities:

• Diagnose and resolve hardware, software, and networking issues, managing various client requests with efficiency and precision.
• Address and resolve client tickets in compliance with Service Level Agreements (SLAs).
• Communicate clearly and professionally with clients via phone and email to identify problems and provide guidance.
• Provide both remote and onsite support using a range of tools to troubleshoot and resolve issues.
• Maintain thorough documentation of work performed, processes, and client interactions to ensure accurate records and support future resolution efforts.
• Offer professional recommendations for upgrades and enhancements based on client needs and industry best practices.
• Collaborate with other team members to share knowledge and refine support processes for enhanced efficiency.

Requirements

Experience:

• Minimum of 3 years in IT support, with at least 1 year in an MSP environment preferred.
• Familiarity with PSA, RMM, MDM, and IT documentation tools.
• Professional IT certifications are a plus.

Qualifications and Skills:

• Experience with Windows Server, Microsoft 365, EntraID, and Intune.
• Understanding of networking fundamentals, including VLANs, firewalls, and VPN configuration.
• Ability to troubleshoot across diverse platforms, including Linux, Apple products, and virtualization technologies like VMware & Hyper-V.
• Exceptional communication skills, with the ability to explain technical concepts to clients with varying levels of expertise.
• Strong organizational and problem-solving abilities.
• A proactive approach to learning and adapting in a fast-paced environment.
• Professional IT Certifications are a plus but not required.

Benefits

• Competitive salary: $65,000 - $75,000 (dependent on knowledge & experience)
• Health, Dental, Life & Vision insurance
• Paid Time Off
• Paid Holidays
• 401K Retirement with company match
• Company vehicle for onsite work
• Opportunities for professional growth through certifications and training.