Helpdesk Engineer - Level II

Job Description

Job Description

Salary: $55-$70K per year

About Us:

Century Solutions Group, Inc., an IT services provider based in Tyrone, GA with an additional office in Atlanta near the Battery, is dedicated to helping clients succeed by delivering customized technology solutions tailored to their unique needs. Century offers a dynamic and rewarding environment where team members are empowered to learn, grow, and make a meaningful impact.

Job Summary:

The Help Desk II is responsible for delivering high-quality technical support to clients, ensuring the stability, security, and efficiency of IT systems. This role involves managing service requests, troubleshooting hardware and software issues, and maintaining accurate documentation across ticketing and knowledge management systems. The ideal candidate is detail-oriented, client-focused, and capable of balancing multiple priorities in a fast-paced environment.

Key Responsibilities:

• Provide timely, professional support to clients to ensure optimal system performance.
• Document all system configurations, technical issues, and resolutions in detail.
• Manage and monitor daily service tickets, ensuring proper handling, escalation, and closure.
• Maintain accurate and detailed notes in ConnectWise and IT Glue.
• Participate in after-hours, on-call support rotations for client systems.
• Conduct system analysis to determine hardware, software, and functional specifications.
• Perform hardware/software troubleshooting both on-site and remotely.
• Communicate effectively with clients via phone, email, and Teams.
• Maintain accurate timesheets and ticket records.
• Stay current with industry certifications, technologies, and best practices.

Qualifications/Skills:

• High school diploma or equivalent; degree in Computer Science or related field preferred.
• 3+ years of IT support experience.
• Microsoft 365 and/or Azure Fundamentals certification required.
• Strong verbal and written communication skills.
• Professional appearance and self-motivated attitude.
• Customer service skills
• Ability to prioritize tasks effectively in high-pressure situations.
• Team player with the ability to work independently when required.

Experience with:

• Active Directory(on-premise and Azure AD)
• Microsoft 365 environment(administration & support)
• Networking(switches, firewalls, IP schemes, DHCP, DNS)
• Remote access solutions(VPN, Remote Desktop, RDGateway, TruGrid)
• Server technologies(Hyper-V, VMware/ESXi)
• Cisco Meraki switches/firewalls, AnyConnect VPN, Todyl SGN preferred.

Performance Metrics:

• Responsiveness to client IT requests.
• Meeting Service Level Agreements (SLAs).
• Accuracy and completeness of ticket documentation.
• Ticket closure rate, utilization, and reopen rate.
• Client satisfaction ratings.

Other:

• Schedule can range from M-F 7:00AM-6:00PM
• Minimum of 15 CPE hours per quarter or one technical certification.
• Ongoing learning focused on IT products, equipment, and applications.

Benefits:

• Competitive salary.
• Comprehensive health, dental, and vision insurance.
• Professional development and training opportunities.
• Generous PTO and holiday schedule.
• 401(k) with company match.

Why Join Us?

• At Century Solutions Group, we value innovation, collaboration, and a commitment to excellence. As Helpdesk Engineer, you will play a critical role in shaping the future of our partner ecosystem and driving success in a dynamic IT landscape. Join us to be part of a team that is passionate about technology and dedicated to client satisfaction.