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Closed on June 30, 2026.
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Helpdesk Technician - Tier II
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Job Description
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
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