Advanced Troubleshooting
Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise.
Perform root-cause analysis to prevent recurring incidents.
System Administration
Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365 .
Support and execute backup processes, disaster recovery procedures, and system restorations.
Network Management
Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure .
Assist in configuring and optimizing network equipment to ensure reliable performance.
Documentation & Process Improvement
Maintain detailed and accurate records of support requests, resolutions, and system changes.
Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives.
Mentorship & Collaboration
Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.
Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues.
Management & Organizational Skills
Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues.
Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.
Experience
24 years of experience in IT support or help desk roles.
Prior experience in a Managed Service Provider (MSP) environment is highly desirable.
Technical Proficiency
Strong knowledge of Windows/macOS , Microsoft 365 , Active Directory , and Azure AD .
Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems.
Experience with RMM tools such as DATTO is essential.
Soft Skills
Excellent customer service and communication abilities in a fast-paced, client-facing environment.
Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure.
Education & Certifications
Bachelors degree in Information Technology or a related field is a plus.
Relevant certifications such as CompTIA A+, Network+, Security+ , or Microsoft Certified Professional (MCP) are preferred.
Industry-Specific Knowledge
Experience supporting dental industry applications , including imaging systems and practice management software, is a significant advantage.
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