Helpdesk Tier 2

Support Tier 2 role on-site in Cherry Hill, NJ with TGIPOWER LLC. This full-time position focuses on high-impact, Level 2 remote client support over the phone in a fast-paced business IT environment. You will help drive timely resolutions, maintain clear documentation, and meet performance metrics while supporting customers and teammates with an extremely service-oriented approach. Compensation ranges from $65,000 to $75,000 per year with benefits including health, dental, and vision insurance, PTO, and a 401(k).

Responsibilities

• Resolve issues escalated from Tier 1 support staff, working directly with users to achieve timely resolution.
• Support and document the initiation, execution, and closing activities for program/project(s) and related support activities.
• Simulate and recreate user issues to address operational difficulties effectively.
• Monitor and ensure performance metrics are met or exceeded.
• Maintain constant, proactive communication with customers and team members to mitigate issues and concerns.
• Recommend system modifications when needed to reduce recurring user problems.
• Escalate more complex issues to senior-level technicians as appropriate.
• Promote a one team attitude internally and externally.
• Handle multiple priorities and respond with urgency to situations requiring quick turnaround.

Requirements

• 2 to 3 years of IT experience.
• Experience with Windows Server 2008/2012/2016/2019, Active Directory, Active Directory user account management, and basic group ad security policy management.
• Exchange and Office 365 account administration experience.
• Basic network troubleshooting, including internet connectivity troubleshooting.
• Working knowledge of network appliances such as firewalls, routers, and managed switches.
• Comfort supporting desktop environments across Windows 7, 8, and 10, along with common applications such as MS Office, Adobe, printers, and scanners.
• LAN/WAN support fundamentals including DNS, DHCP, group policy, domain controllers, plus wireless network configuration and troubleshooting.
• Office 365 administration experience.
• MSP (Managed Service Provider) experience.
• Virtualization experience with Microsoft Hyper-V and/or VMware is a plus.
• Excellent written and verbal communication, strong troubleshooting skills, and the ability to follow instructions.
• Strong documentation skills and the ability to create standard operating procedures.
• Professional demeanor.

Schedule and Location

• Monday to Friday
• In-person: Cherry Hill, NJ

Benefits

• Dental insurance
• Health insurance
• Vision Insurance
• PTO
• 401(k)

Employment type: Full-time

Salary: $65,000 - $75,000 per year