IT Help Desk - Tier 2

NGEN is a dynamic MSP provider committed to delivering innovative, people-centered technology solutions. With a team of 50+ professionals, we're building a culture that prioritizes operational excellence and employee experience.

The Tier 2 Technician is responsible for resolving more complex technical issues that go beyond Tier 1 support, providing advanced troubleshooting for both hardware and software systems. This role requires strong critical thinking skills and a deeper understanding of system architecture, tools, and infrastructure. The technician provides on-site, remote support and is required to participate in on-call rotations to ensure timely and effective resolution of technical issues impacting end-users and business operations. This as a full time on-site position.

Duties & Responsibilities

• Resolve escalated support issues involving hardware, software, and network challenges.

• Perform software installations, updates, and basic server maintenance.

• Collaborate with Tier 3 technicians or system administrators to support infrastructure improvements and project initiatives.

• Coach or train Tier 1 technicians when necessary.

• Perform system administration tasks, including overnight backups, system updates, & patch management.

• Document support activities, solutions, and system changes in the service management platform

Education & Experience

• Associate’s degree and/or Bachelor’s preferred, but not required
• 2-4 years of experience in IT or desktop support
• Strong technical knowledge of Windows environments, networking basics, and IT tools
• Preferred (not required) Certifications: CompTIA Security Plus, Network+
• Microsoft & ITIL Certifications are a plus
• Maintain a valid driver's license, registration and insurance, and own a reliable vehicle

What We Offer

• Competitive salary and full benefits package
• Health, dental, and vision insurance
• 401(k)
• A mission-driven culture that values innovation, trust and people