Tier 2 Help Desk Technician at SERVIT INC

Description

We are seeking a skilled and customer-focused Tier 2 Help Desk Technician to join our team in Warsaw, Indiana. This role will primarily involve assisting customers remotely from our Warsaw office, with occasional on-site visits to local customers as needed.

This position requires strong technical expertise, excellent troubleshooting skills, and a commitment to delivering outstanding customer service. You will support a wide range of IT systems and services, including end-user devices, server environments, cloud services, and network infrastructure.

Responsibilities:

• Provide remote technical support for desktops, laptops, mobile devices, servers, and networking equipment
   
• Install, configure, and maintain hardware and software across Windows-based environments
   
• Support cloud services (Microsoft 365, Exchange Online), business productivity tools, and collaboration platforms
   
• Troubleshoot and resolve technical issues related to operating systems, applications, printers, and network connectivity
   
• Perform routine maintenance, updates, and backups according to company standards
   
• Collaborate with internal IT teams, vendors, and customers to ensure timely issue resolution
   
• Document technical processes, system changes, and issue resolutions thoroughly
   
• Deliver excellent customer service and maintain professionalism in all customer interactions
   
• Occasionally provide on-site support to local customers when required

Requirements

• 2–5 years of hands-on IT support experience with Tier 2-level troubleshooting and administration skills
   
• Proficiency with Microsoft Windows Server (2008–2022), including Active Directory, DNS, DHCP, and Remote Desktop Services
   
• Strong knowledge of Windows 10/11 and legacy operating systems
   
• Solid understanding of file permissions, security practices, and group policy management
   
• Experience with Microsoft 365, Exchange (on-prem or cloud), and collaboration tools
   
• Working knowledge of routers, switches, VPNs, and firewalls
   
• Familiarity with hardware from vendors such as Dell, HP, Lenovo, and IBM, including component-level repair
   
• Experience supporting network vendors and platforms such as Cisco, SonicWall, Meraki, and WatchGuard
   
• Comfortable with virtualization platforms like VMware or Hyper-V
   
• Strong documentation, communication, and time management skills
   
• Must be able to pass a criminal background check, E-Verify citizenship check, and a motor vehicle report prior to employment