What are the responsibilities and job description for the Help Desk Technician (Level 2–3) position at IT TechPros, Inc.?
About Us
At IT TechPros, we deliver tailored managed IT solutions that boost performance, strengthen security and free our clients to focus on growth. We partner with mid-sized and larger businesses to manage technology proactively, keep operations running smoothly and protect business-critical assets.
Role Overview
We are seeking a Level 2–3 Help Desk Technician to provide advanced IT support for our clients. You will handle escalated technical issues, assist with system and network administration, and support end-users to ensure smooth operations across multiple environments. This role is perfect for someone who thrives in a fast-paced environment and takes pride in delivering high-quality support.
Key Responsibilities
End-User Support:
- Resolve escalated support requests via phone, email, or remote tools
- Assist with workstation setup, software deployment, and troubleshooting
- Support email, Microsoft 365, and cloud-based services
System & Network Support:
- Troubleshoot servers, networks, and related hardware
- Support Active Directory and endpoint management tasks
- Assist with backup, recovery, and security best practices
Documentation & Collaboration:
- Document solutions, maintain accurate records, and follow escalation procedures
- Collaborate with team to implement improvements
- Participate in on-call rotation and provide after-hours support as needed
Preferred Certifications & Skills
- CompTIA A , Network , Security , Cisco Certified Network Associate (CCNA)
- Microsoft Certified: Modern Desktop Administrator or Azure Administrator
Interpersonal Skills
- Strong written and verbal communication skills
- Detail-oriented with the ability to prioritize tasks efficiently
- Reliable, accountable, and respectful to both team and clients
- Exceptional customer service and client-facing demeanor
What We Offer
- Competitive wages (based on experience) performance-based end-of-year bonus structure
- Health and dental benefits
- Company laptop & phone stipend
- Invaluable experience working for a renowned MSP
- Ongoing training and certification reimbursement
- Collaborative, growth-driven company culture
Salary : $60,000 - $70,000