Service Desk Technician (Tier 2)

Service Desk Technician (Tier 2)
Houston, Texas (Onsite)
6 Months Contract to Hire

Key Responsibilities
Serve as an escalation point for Tier 1 support—troubleshooting and resolving advanced hardware, software, and networking issues.
Perform Tier 2 triage and root-cause analysis of incidents, ensuring accurate documentation and timely resolution within SLAs.
Manage daily monitoring of client environments, proactively identifying issues before they impact users.
Execute system updates, patches, and maintenance procedures to prevent service interruptions.
Provide remote and on-site support for critical incidents, ensuring professional communication and follow-through with clients.
Collaborate with engineering and project teams on deployments, upgrades, and special initiatives.
Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and knowledge base documentation.
Train and mentor Tier 1 technicians, promoting accuracy, ownership, and consistency in ticket handling.
Communicate effectively with non-technical users, maintaining composure and professionalism in high-pressure situations.
Contribute to process improvement and service delivery optimization across the Managed Services practice.
Participate in on-call rotations, after-hours support, and occasional travel to client sites as required.

Qualifications
Required:
Associate or Bachelor’s degree in Computer Science, Information Systems, or a related field.
2–4 years of experience in IT performance analysis, desktop support, or MSP service delivery.
Strong understanding of ITSM processes and ticketing systems (HaloPSA, ConnectWise, ManageEngine, or equivalent).
Advanced proficiency with Windows 10/11, Microsoft 365, Active Directory, and Azure Active Directory.
Working knowledge of networking fundamentals (DNS, DHCP, VPN, LAN/WAN troubleshooting).
Demonstrated accountability, attention to detail, and follow-through on assigned tasks.
Proven ability to manage competing priorities with urgency, accuracy, and professionalism.
Excellent communication skills—both written and verbal—with the ability to explain complex issues clearly.

Preferred:
Hands-on experience with Microsoft Azure, Exchange migrations, Intune, or cloud-based environments.
Exposure to scripting, PowerShell automation, and system performance tuning.
Experience with Cisco ASA firewalls, switches, and VoIP phone configuration.
ITIL certification or familiarity with ITIL best practices.
CompTIA Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate.

Core Competencies
Accountability & Ownership: Follows through on commitments and resolves issues without deflection.
Technical Depth: Demonstrates advanced troubleshooting across multiple systems and platforms.
Urgency & Initiative: Acts decisively to mitigate client impact and restore service quickly.
Leadership & Mentorship: Guides Tier 1 staff and reinforces best practices and standards.
Communication Excellence: Provides clear, professional, and proactive updates to clients and peers.
Attention to Detail: Maintains complete, accurate documentation and consistent follow-up.
Pride in Work: Reflects client’s reputation through diligence, quality, and professionalism.