Helpdesk Technician - Tier II

Join Diverse CTI as an onsite Helpdesk Technician, Tier II, in Oklahoma City, OK. This position offers an hourly rate of $25-$28 and a comprehensive benefits package that includes 401(k) and matching, health, dental, and vision insurance, life insurance, paid time off, and a retirement plan. You will deliver hands-on technical support, oversee daily service delivery across the help desk, handle issue escalation, and maintain thorough ticket documentation and calendar coordination.

Responsibilities

• Monitor service level agreements, assess priority, and assist when urgent issues arise
• Provide technical support for escalated end-user problems (workstations, Microsoft 365, user access, basic networking, printers, connectivity)
• Escalate complex cases to senior engineers with clear documentation and timely follow-up
• Coordinate with Dispatch for complex onsite issues while managing helpdesk technician calendars
• Identify bottlenecks and support the team in surfacing and addressing issues
• Keep ticket notes, statuses, and documentation up to date within ConnectWise Manage
• Join the monthly on call rotation to assist with after hours emergent issues

Requirements

• Strong customer service and communication skills
• Highly organized with meticulous attention to detail
• Ability to multitask, prioritize, and perform well in a fast-paced environment
• Capability to remain calm under pressure and make sound decisions
• Skill in creating clear Knowledge Base entries to educate technicians

Technologies

• Windows workstation troubleshooting
• Microsoft 365 / Entra ID
• User account and access issues
• Remote support tools
• DNS, DHCP, Trunking, VLANs
• Firewall programming
• ConnectWise Manage
• WatchGuard Firewalls
• UCaaS platforms

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

What success looks like

• Issues resolved without unnecessary escalation
• Project tickets closed efficiently
• SLAs consistently met
• Clients receive clear, proactive communication
• Continued education within a fast growing environment

Preferred qualifications

• Experience in an MSP environment, preferably as a Tier 1 Helpdesk
• Tier 1 / Tier 2 support experience
• Experience with ConnectWise Manage or similar PSA platforms
• Experience with WatchGuard Firewalls
• Experience with UCaaS platforms