Tier II Helpdesk Technician

Who We Are

Code Blue is a technology integration and managed services provider that helps multi-site businesses keep their technology working, their teams supported, and their locations operating.

We support complex environments across PCs, networks, cameras, AV, low-voltage systems, vendors, field technicians, and client operations. We are proud to be a recommended IT vendor for Planet Fitness and to partner with recognized brands that depend on reliable, accountable support.

Our culture is built on four values: Integrity, Service, Transparency, and Accountability. We do what we say we will do. We communicate directly. We take ownership of problems rather than passing them along. And we treat clients, vendors, and teammates with respect.

About the Role

This is not an entry-level or Tier I helpdesk position.

We are looking for an experienced Tier II Helpdesk Technician who can independently take ownership of complex support issues and drive them through resolution. You will handle escalated tickets that require technical judgment, deeper investigation, coordination across multiple parties, and consistent follow-through.

The right person does not stop at “the issue was escalated” or “the vendor was contacted.” You identify the actual problem, determine the next best step, keep the client informed, coordinate technicians and vendors when needed, and confirm the issue is truly resolved.

This role is ideal for someone who has already worked in a Tier II, senior support, escalation, network support, MSP, systems support, or comparable independently accountable technical role. Candidates whose experience is limited to password resets, basic desktop support, ticket triage, or following scripted troubleshooting steps will not meet the requirements for this position.

What You’ll Do

• Independently own complex escalated tickets from investigation through confirmed resolution
• Diagnose root causes across multiple systems, devices, locations, vendors, and service providers
• Perform advanced remote troubleshooting involving Windows environments, Microsoft 365, PCs, peripherals, networking, Wi-Fi, switching, VLANs, DHCP/DNS, ISP circuits, cameras, NVR/DVR systems, AV systems, TVs, amplifiers, and other low-voltage equipment
• Determine when a field visit is needed and manage the full dispatch process, including detailed Scope of Work creation, access and material confirmation, pre-dispatch coordination, technician support, and resolution validation
• Coordinate third-party vendors, ISPs, carriers, and contractors; track commitments, reference numbers, ETAs, and next steps until the issue is resolved
• Manage work requiring quotes, approvals, procurement, delivery tracking, material receipt, scheduling, installation, and completion confirmation
• Provide clients with clear, professional updates that explain the current status, what has been done, and what happens next
• Support Tier I technicians on escalated issues while maintaining ownership of the final outcome
• Identify recurring equipment failures, site issues, vendor gaps, and process weaknesses; bring clear, actionable findings to management
• Maintain accurate ticket notes, time entries, troubleshooting history, vendor details, client communications, and resolution documentation
• Provide Tier I queue coverage when necessary, while ensuring assigned Tier II work receives appropriate priority

What We’re Looking For

Applicants must meet the following minimum qualifications:

• 3 years of hands-on IT support, helpdesk, managed services, systems support, network support, or technical field-service experience required; 5 years strongly preferred
• At least 1 year in a Tier II, escalation, senior support, network support, systems administration, or comparable independently accountable technical role required
• Demonstrated ability to independently troubleshoot and resolve complex issues involving multiple systems, locations, vendors, or service providers
• Experience coordinating field technicians, contractors, ISPs, carriers, or technology vendors through issue resolution
• Strong practical experience supporting Windows desktop environments, Microsoft 365/Office, user access, hardware, and peripherals
• Solid working knowledge of TCP/IP networking, switching, VLANs, DHCP, DNS, Wi-Fi troubleshooting, and ISP/circuit escalation
• Hands-on experience with several of the following: IP cameras, analog cameras, NVR/DVR systems, TVs, AV systems, amplifiers, structured cabling, or other low-voltage equipment
• Experience using a ticketing or PSA platform to document work, manage priorities, communicate with clients, and track tickets through resolution
• Strong written communication and documentation skills
• Ability to prioritize competing issues, make sound decisions under pressure, and work with limited day-to-day direction

Preferred Qualifications

• 5 years of progressively responsible technical support experience, including demonstrated ownership of complex escalations
• Managed Service Provider or multi-site support experience
• Autotask PSA experience strongly preferred
• Experience with ConnectWise, Zendesk, ServiceNow, or similar platforms
• Experience managing quotes, procurement, installations, schedules, and multiple stakeholders
• CompTIA A , Network , Security , Microsoft, Cisco, or comparable certifications
• Experience mentoring junior technicians or acting as an escalation resource

Work Schedule

• Monday through Friday, onsite in Enfield, CT
• Rotating weekend shift, paid as overtime
• Occasional overtime for outages, urgent dispatch coverage, and client needs

Why Join Code Blue?

• Meaningful ownership of technical work and client outcomes
• A team that values direct communication, reliability, learning, and mutual respect
• Exposure to diverse technology environments and real-world technical challenges
• A clear opportunity to grow toward senior technical, project, and leadership roles
• Health and dental insurance
• Paid time off
• A workplace where people are expected to contribute ideas, take initiative, and make a difference

How to Apply

Please send your resume in English, along with a short note describing your experience with Tier II or escalation-level support, network troubleshooting, field dispatches, vendor coordination, or PSA/ticketing systems.

Email: hr@teamcodeblue.com

Code Blue is committed to fostering an inclusive, respectful, and empowering workplace for all.

Pay: $23.00 - $25.00 per hour

Work Location: In person

Salary : $23 - $25