What are the responsibilities and job description for the Helpdesk Engineer - Level II position at Century Solutions Group, Inc.?
About Us
Century Solutions Group, Inc. is a leading IT services provider headquartered in Tyrone, GA, with an additional office near The Battery in Atlanta. We specialize in delivering customized technology solutions that help our clients operate more efficiently and securely.
We offer a collaborative, growth-oriented environment where team members are empowered to develop their skills, take ownership of their work, and make a meaningful impact.
Note: This is a fully onsite role based in Tyrone, GA.
Role Overview
As a Help Desk II Technician, you will play a key role in delivering high-quality technical support to our clients. You’ll be responsible for troubleshooting issues, managing service requests, and ensuring the reliability and security of client systems.
This role is ideal for a client-focused IT professional who thrives in a fast-paced environment, enjoys problem-solving, and values strong documentation and process discipline.
Ideal Candidate
The ideal candidate is a proactive, service-oriented IT professional who:
- Takes ownership of issues and follows them through to resolution
- Communicates clearly and confidently with both technical and non-technical users
- Thrives in a fast-paced MSP environment and can manage multiple priorities
- Is detail-oriented and values thorough documentation
- Enjoys learning new technologies and continuously improving their skillset
- Works well independently while contributing positively to a team
Key Responsibilities
Deliver responsive, professional technical support to clients across various environments
- Troubleshoot hardware, software, and network issues (remote and onsite)
- Manage and prioritize service tickets, ensuring timely resolution and proper escalation
- Maintain accurate and detailed documentation in ConnectWise and IT Glue
- Document system configurations, incidents, and resolutions clearly and thoroughly
- Communicate effectively with clients via phone, email, and Microsoft Teams
- Participate in an after-hours, on-call rotation
- Perform system analysis to identify technical requirements and solutions
- Track time and maintain accurate service records
- Stay current with emerging technologies, tools, and industry best practices
Required Qualifications
- High school diploma or equivalent (degree preferred)
- 3 years IT support experience
- Microsoft 365 or Azure Fundamentals certification
- Strong communication and customer service skills
- Ability to manage priorities under
Technical Experience
- Active Directory (on-prem & Azure AD)
- Microsoft 365 administration and support
- Networking fundamentals(DHCP, DNS, IP addressing, switches, firewalls)
- Remote access tools(VPN, Remote Desktop, RD Gateway, TruGrid)
- Virtualization(Hyper-V, VMware/ESXi)
Preferred:
- Cisco Meraki
- AnyConnect VPN
- Todyl SGN
- ConnectWise PSA or equivalent
Compensation & Benefits
Salary: $55,000 – $65,000
- Health, dental, vision
- 401(k) with match
- PTO and holidays
- Training opportunities
Why Join Us?
- At Century Solutions Group, we value innovation, collaboration, and a commitment to excellence. As Helpdesk Engineer, you will play a critical role in shaping the future of our partner ecosystem and driving success in a dynamic IT landscape. Join us to be part of a team that is passionate about technology and dedicated to client satisfaction.
Salary : $55,000 - $65,000