Help Desk Technician (Tier 2/3) | $60K-$75K + Hybrid | Managed Services Provider - PhillyTech.Co

***YOU MUST have Managed Service Provider (MSP) experience, be physically located in the Burlington, New Jersey , and be willing to travel to Philadelphia, PA or Burlington, NJ office to apply to this position.***

This is an ON-SITE hybrid role with 3-4 days in the office for 2 office locations in Philadelphia, PA or the Burlington, NJ office.

Our client is a Managed Service Provider (MSP) client that is rapidly expanding and in need of a Level 2/3 Help Desk Technician for their new office in Philadelphia, PA or their office in Burlington, NJ. 

Since 2013 our MSP client has been providing IT solutions to better serve small and mid-sized businesses and offer more than traditional IT options.

Here's a quick list of their MSP services:

• Managed IT services
• Backup and disaster recovery solutions
• SPAM solutions
• Technology consulting
• Data cabling

What's their Value Proposition to their Customers?

• They provide a fully functioning IT department for their clients.
• Their client's most valuable information and processes do not rest solely in the hands of just one person who could either be out sick or quit in the blink of an eye.
• They are far less costly than keeping an in-house full-time IT person and unlike other IT companies that charge by the hour for temporary fixes, they charge a fixed fee per month based on your IT needs.
• This not only ensures that your network stays up and running each and every day, but it allows for entirely predictable IT expenses.
• They have real people answering your calls during business hours – and frequently fixing client issues in one call only.
• They take pride in being a highly responsive, knowledgeable resource for their clients. 

What do they offer Full-Time Employees?

• Professional work culture
• Great Base Salary based on your experience
• Health benefits, Medical, Dental and 401K

The Level 2/3 Help Desk Technicians are the first point for clients, combining empathy with technical expertise to resolve issues effectively. If you're a team player eager to contribute to a client-centric, dynamic environment, please apply to this position. Some responsibilities include: 

• Troubleshoot and resolve issues related to desktops, laptops, servers, and peripheral devices.
• Perform user and group administration in Azure Active Directory and Office 365 environments.
• Manage and configure SharePoint sites, document libraries, and permissions.
• Provide administrative support for Google Workspace, including email, calendar, and security settings.
• Configure, deploy, and troubleshoot network devices, including routers, switches, and firewalls.
• Document support requests, solutions, and system changes in the ticketing system.
• Assist clients with onboarding, migrations, and best practice guidance.

• 3-5 years of hands-on advanced IT support experience.
• YOU MUST be proficient in Microsoft based MSP tools.
• Administrative proficiency in SharePoint, Azure Active Directory, Office 365, and/or Google Workspace.
• Must be able to handle multiple clients at the same time - heavy volume of clients (our client has ~200 clients). 
• Proficient in troubleshooting, networking, and cybersecurity.
• Windows Server and Active Directory experience.
• Ability to work in onsite, virtual, and cloud environments.
• MSP experience and knowledge of ticketing systems like Autotask or ConnectWise are beneficial.
• Leadership, project management, and documentation capabilities.
• Strong client relationship management, needs assessment, and project management experience.
• Ability to work independently, with the Team, and assist junior Team members.
• Excellent communication and problem-solving skills.

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