Lerner Solutions Level 2 IT MSP Service Desk Technician

About Us

Lerner Solutions is a company that offers managed services and systems integration services for hyper-scaling companies and customers. Headquartered in New York, the company provides IT managed services such as strategic IT planning, network/systems design and engineering, cloud computing, desktop support, POS, and ISP coordination. Lerner Solutions also offers systems and AV integration services, including the design, installation, and servicing of complete network infrastructure, physical security systems, conferencing, and audio/video systems.

With over a decade of experience, Lerner Solutions has developed an expertise in strategic integrated facilities IT management, which enables the team to support clients across the United States and Canada. The company prides itself on working smart and providing customers with peace of mind.

About Job

Lerner Solutions is seeking to hire an experienced Level 2Service Desk Technician with strong technical skills and a commitment to exceptional customer service. This role involves advanced troubleshooting, timely ticket resolution, proactive support escalation, and collaborating with other IT teams in a dynamic MSP environment. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a commitment to delivering top-tier customer service. This role requires a commitment to excellence, proactive problem-solving, and a dedication to continuous improvement in both technical skills and process efficiency. The successful candidate will play a vital role in maintaining the highest standards of service delivery within our high-paced MSP environment.

Qualifications

• Experience: 2+ years of previous experience in a Level 2 or equivalent IT support role.
• Technical Proficiency:
  • Advanced troubleshooting skills for PCs, Macs, and mobile devices.
  • Experience with hardware troubleshooting and the ability to remotely wipe and reinstall OSX or Windows.
  • Familiarity with alert systems (Zabbix, Sophos Ransomware, Ninja, etc) and proactive response.
  • In-depth knowledge of Windows & OSX devices, iOS & Android devices, MS Office 365, and Google Workspace.
  • Knowledge of Azure & On Prem AD
  • Familiarity with VoIP systems, POS Systems, Security Systems, and AV equipment is a plus.
• Communication Skills:
  • Excellent verbal and written communication skills.
  • Ability to create, update, and effectively communicate ticket status and resolutions to customers.
• Attributes:
  • Organized, detail-oriented, dependable, punctual, and self-motivated.
  • Proactive self-starter with the ability to manage multiple tasks simultaneously and meet deadlines.
• Professionalism:
  • Professional appearance and demeanor with the ability to exercise good judgment and discretion.
• Physical Requirements:
  • Ability to lift up to 50 pounds unassisted.
  • Ability to stand for extended periods.
• Travel Requirements
  • Valid Driver's License with a clean record.
  • Travel into NYC and the Tri-State Area when needed.

Responsibilities

• Technical Support:
  • Respond to Level 1 escalations.
  • Handle customer calls, and create, and work tickets promptly.
  • Assist Level 1 in troubleshooting and take over ticket resolution when necessary.
  • Incident Management:
    • Manage and prioritize incidents based on urgency and impact.
    • Ensure timely resolution of escalated tickets.
  • Project Management:
    • Collaborate with the team through Monday.com, ensuring all project-related tasks are up-to-date and visible to relevant stakeholders.
    • Monitor and manage task progress, identifying and addressing potential roadblocks.
    • Participate in project planning and contribute insights to enhance project efficiency.
• Advanced Troubleshooting:
  • Examples of Applications:
    • Password Managers
    • Google Workspace Suite
    • Microsoft Exchange
    • Office 365
    • Device Management Applications
    • Okta
    • Azure / Active Directory
    • KnowBe4
    • Adobe
    • CAD Applications
    • Sophos
    • Slack
    • Zoom
  • Operating Systems
    • Windows
    • OSX
    • Windows Server
    • Linux is a plus
    • Perform remote wipe and reinstall of OSX or Windows as needed.
  • Hardware troubleshooting:
    • Device Performance, Errors & Compatibility issues
    • Network Equipment

What Do You Get Out of This Opportunity

• Training: Continuous investment in expanding your experience and knowledge.
• Support: A collaborative environment where every employee receives the attention and support needed.
• Experience: Ideal for someone with experience in tech services or returning to the workforce.

Benefits

• Health insurance
• Paid time off
• Schedule: Monday to Friday + On-Call Rotation including weekends & holidays

Lerner Solutions is an equal opportunity employer and welcomes candidates from diverse backgrounds. We offer competitive compensation, a comprehensive benefits package, and opportunities for growth and development. If you are a motivated IT professional with excellent communication and organizational skills, we encourage you to apply for this exciting opportunity.