POSITION TITLE Help Desk Technician Tier 2

REPORTS TO (Title) Director of Managed and Professional Services

DEPARTMENT NAME Services & Solutions

LOCATION Greater Chicago, IL area

POSITION SUMMARY

Temple IT is a growing MSP looking for a talented individual to join our consulting and MSP practice. We’re looking for a Tier 2 Help desk tech to assist our customers with their PC and/or Mac needs. The successful candidate will be the first line of support for our customers with the goal of troubleshooting problems, providing solutions, and ensuring our clients have a smooth experience with their technology. See details below.

This is an excellent opportunity to learn and grow in the IT field and learn from Temple Engineers work very well together and support each other as a team but our technicians are expected to be able to function independently and be highly self-motivated.

This position will be a hybrid work arrangement (2-3 days in office) and customer on site support may be required. Due to client restrictions all candidates must be US citizens.

STRATEGIES AND ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The primary focus of this position is to provide excellent customer service for our clients. A Help Desk technician should be familiar with a variety of products and procedures while relying on experience to complete tasks and accomplish goals. The candidate will play a critical role in delivering exceptional on-site and remote technical support for our clients.

• Be the friendly voice on the phone and the helpful guide via email, providing first-level support for hardware, software, and network issues.
• Dive into troubleshooting to resolve technical problems efficiently, following up to ensure everything is running smoothly.
• Travel to customer locations to assist with in-person IT needs.
• Keep detailed records of interactions and solutions in our ticketing system—good documentation is key!
• Assist in setting up and configuring client systems, including desktops, laptops, and printers.
• Manage service requests with care, prioritizing urgent issues and escalating them when needed.
• Share your knowledge by guiding clients on software applications and best practices.
• Collaborate with your teammates to create helpful knowledge base articles and improve our support processes.
• Stay in the loop with the latest industry trends and technologies to provide informed support.
• Participate in on-call rotations when needed, providing after-hours support to our clients.
• Manage customer documentation during ‘down time’
• Perform routine maintenance on computer systems and networks.
• Install, configure, and update software and hardware.
• Maintain and troubleshoot printers, scanners, and other peripheral devices.

METRICS

List key metrics that will measure and define success for this role.

• Ensure customer satisfaction levels 100% of the time
• Perform all assigned tasks in a fashion that will make customers want to ask for you by name.
• All customer assigned tasks must be entered into ConnectWise Manage in a timely fashion (enter your time when you finish a task)
• Track utilization in ConnectWise Manage.

MINIMUM QUALIFICATIONS

EDUCATION/CERTIFICATION:

• High School Diploma or equivalent
• Minimum 2+ years practical experience as a Help Desk Technician or related job function.

CERTIFICATES/LICENSES, ETC.:

Develop and maintain designated certifications that apply to each area of focus and maintain core competencies in the following areas:

• While we do not require specific certifications for this position, we will consider valid, up to date certifications as a plus.

REQUIRED EXPERIENCE: 2+ years’ experience with:

• Previous experience in a help desk or technical support role, ideally in an MSP environment.
• Solid understanding of Windows and macOS operating systems, along with common software applications.
• Basic understanding of Microsoft Active Directory, Entra ID, Microsoft 365 administration in a business environment.
• Familiarity with networking concepts and troubleshooting methods.
• Excellent communication skills, both verbal and written, with a knack for making tech talk easy to understand.
• Ability to juggle multiple tasks and prioritize effectively in a busy environment.
• Familiarity with Apple Business Manager is a plus.
• Familiarity with ConnectWise Manage and RMM is a plus.
• Relevant certifications (like CompTIA A+ or Microsoft Certified Professional) are a plus!

Physical Demands and Work Environment

Physical Demands:

The physical effort typically applied in this job includes (check all applicable boxes):

x Lifting

x Pulling

x Reaching

x Manipulating

x Carrying

x Pushing

x Keying/typing

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stoop, reach, stand, walk, lift, pull, push, grasp, talk, hear, see and use repetitive motions, While performing the duties of this job, the employee may frequently lift and/or move up to 70 lbs. of material, etc. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, and the ability to adjust focus. The position requires the individual to meet multiple demands from several people and interact with other staff / departments.

Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Noise level in the work environment could be moderate to loud.

BENEFITS

• 401(k)
• Company paid benefits for Employee
  • Health Insurance (PPO)
  • Dental Insurance
  • Vision Insurance
• Company paid life insurance
• AD&D Insurance (Voluntary)
• Paid & Sick Time off
• Relevant training assistance available