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Help Desk Technician - Level II

UTEC
On-site
Ann Arbor, Michigan, United States
Help Desk Technician Level II
 
Job Description:
UTEC is seeking a motivated and customer-focused Level II Help Desk Technician to join our professional services delivery team. This position plays a key role in providing technical support and problem resolution to our clients, helping to maintain our reputation as the premier Managed Services Provider (MSP) for mid-sized businesses and schools. The Help Desk Technician will handle a range of responsibilities, including end-user support, printer/MFP troubleshooting, and assistance with server upgrades and virtualization platforms.
 
Responsibilities:
  1. Technical Support:

    • Provide advanced (Tier 2) technical support for computer systems, servers, networks, hardware, and multi-function printers (MFPs).

    • Serve as an escalation point for Level 1 technicians, assisting with complex troubleshooting and resolution.

    • Perform advanced setup, configuration, troubleshooting, and remediation for:

      • Desktop/Laptop Systems (Windows/macOS)

      • Microsoft Office 365 (Exchange, SharePoint, OneDrive, Teams)

      • Servers (Windows and basic Linux administration)

      • Microsoft Active Directory, Azure AD, and Group Policy

      • Network Printers and MFPs

      • Wireless Access Points and network infrastructure

      • Backup and Disaster Recovery solutions

      • Antivirus, EDR, and Patch Management platforms

      • Monitoring and Management Systems (RMM)

      • Zoom Conferencing software and other AV equipment

      • Other client technology hardware and software

    • Execute and oversee technology deployments, upgrades, and migrations following established procedures and best practices.

    • Perform root-cause analysis on recurring issues and recommend long-term solutions.

    • Contribute to process improvement by identifying gaps in existing procedures and creating or enhancing documentation and SOPs.

    • Assist with security remediation efforts, including MFA enforcement, endpoint protection issues, and vulnerability mitigation.

  2. Contribute to process improvement by identifying gaps in existing procedures and suggesting enhancements or new documentation.
  3. Customer Interaction:

    • Communicate effectively with clients to understand complex technical issues and explain solutions in a clear, professional, and confident manner.

    • Handle escalated client interactions with professionalism, urgency, and ownership.

    • Respond to inbound and outbound client calls, emails, and tickets while maintaining high customer satisfaction and SLA adherence.

    • Demonstrate strong active listening skills to fully understand business impact and client concerns.

    • Provide guidance and recommendations to clients on best practices and preventative measures.

  4. Additional Duties:

    • Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and configurations in the ticketing system.

    • Collaborate closely with the delivery, project, and engineering teams to ensure smooth implementation and ongoing support of IT solutions.

    • Mentor and assist Level 1 technicians through knowledge sharing and troubleshooting guidance.

    • Perform daily monitoring and remediation of alerts related to patches, security, hardware, backups, and system health.

    • Follow up with clients after issue resolution to confirm satisfaction and system stability.

    • Escalate issues to Level 3 or Engineering when appropriate, providing clear documentation and troubleshooting history.

    • Coordinate with vendors and third-party providers when necessary.

    • Stay current with industry trends, emerging technologies, and best practices.

    • Other duties as assigned.

·      Providing technical support whether it be on the phone, in person, or remotely.
·      Training customers and internal staff on troubleshooting and diagnosing problems.
·      Perform daily monitoring alerts on Patches, Security, Hardware, Backup.
·      Following up with Clients after a resolution has been made.
·      Escalate unresolved issues to the next level of support.
·      Route calls to appropriate resources and vendors when necessary.
 
This position requires the ability to perform physical activities that support the job’s responsibilities effectively. Candidates must meet the following physical requirements:
Mobility and Endurance
  • Ability to sit, stand, and bend for extended periods.
  • Frequent movement between tasks may be necessary, requiring flexibility and stamina.
Strength and Lifting
  • Must be able to lift, carry, push, or pull items weighing up to 50 pounds safely and repeatedly as part of daily responsibilities.
  • Occasionally handle heavier items using team-lift techniques or equipment like dollies or carts.
Postural Tolerance
  • Comfortable working in various postures, including bending, crouching, and reaching overhead, as required by the job tasks.
Dexterity
  • Ability to use hands and fingers to handle or operate tools, equipment, or other materials relevant to the position.
Environmental Adaptability
  • Ability to work in environments that may involve temperature variations, noise, or exposure to moving machinery depending on the role’s setting.
These physical requirements ensure the safety and well-being of the employee and the ability to meet the demands of the job effectively. Reasonable accommodations may be made for qualified individuals with disabilities, where applicable, in accordance with organizational policies and legal requirements.
 
Qualifications:

  • Associate’s Degree in Computer Science or a related field (or equivalent hands-on experience).

  • 3–5 years of IT support experience, preferably in an MSP environment.

  • Strong working knowledge of Windows operating systems, servers, networking, and cloud services.

  • Experience supporting small to mid-sized business environments.

  • Certifications such as Network+, Security+, Microsoft, or equivalent are preferred.

  • Self-motivated, detail-oriented, and capable of working independently.

  • Strong desire to continue developing technical expertise and leadership skills.

 
Skills and Competencies:

  • Excellent verbal and written communication skills.

  • Advanced troubleshooting and analytical problem-solving abilities.

  • Ability to manage multiple priorities in a fast-paced MSP environment.

  • Strong documentation and process-oriented mindset.

  • Ability to adapt to evolving technologies and client environments.

  • Proven customer service skills with a focus on ownership and accountability.

 
Why Join UTEC?
  • Opportunity to work with a collaborative and forward-thinking team.
  • Ongoing training and professional development.
  • A chance to make an impact by supporting businesses with cutting-edge technology solutions.