Tier 2 Helpdesk Engineer

With much joy, we are excited to announce we are looking to expand our team!

We are actively sourcing for a skilled and motivated Tier 2 Helpdesk Engineer.

Job Description:

Job Title: Tier 2 – Helpdesk Engineer (Full-time)
Location: Fredericksburg, VA
Required Certification(s): Network+, Cisco CCNA
Desired Certification(s): CISSP, PCCSA, ITIL, Security+

We are seeking a dedicated and experienced Tier 2 Helpdesk Engineer to join our dynamic team. As a Tier 2 Helpdesk Engineer, you will be responsible for providing advanced technical support to our clients, ensuring high levels of customer satisfaction and efficient resolution of technical issues. You will work closely with our Tier 1 support team and escalate complex issues as necessary.

About us:

We’re a fast-paced, innovative, locally-owned MSP right in the heart of Fredericksburg, VA. Our pride? Providing unbeatable support to our community. We specialize in managed services, network infrastructure, and security, and we’re all about pushing boundaries and delivering top-notch solutions. Join us and be part of something special!

Why Us?

At Rappahannock IT, we’re all about growth – yours and ours. We’re here to help you level up your IT skills with top-notch support and opportunities. As a forward-thinking company, we’re always expanding and evolving, and we love to see our team grow right along with us. We’re not just colleagues; we’re a community. We’re dedicated to building strong, lasting relationships within our team and with the community we serve. Come join us and be part of something awesome!

Key Responsibilities

  • Provide advanced technical support and troubleshooting for client IT environments, including desktops, laptops, servers, and network devices.
  • Respond to and resolve escalated helpdesk tickets in a timely and efficient manner.
  • Assist in the deployment, configuration, and maintenance of hardware and software systems.
  • Perform root cause analysis for recurring technical issues and develop long-term solutions.
  • Maintain accurate and detailed documentation of client environments and support activities.
  • Collaborate with Tier 1 support, network engineers, and other team members to ensure comprehensive support coverage.
  • Work on IT projects for our customers, including system upgrades, migrations, and new implementations.
  • Participate in on-call rotation to provide after-hours support as needed.

Basic Qualifications

  • Proven experience as a Tier 2 Helpdesk Engineer or similar role within a managed services provider environment.
  • Strong knowledge of Windows, Mac OS, and Linux operating systems, Active Directory, Office 365, and common business applications.
  • Experience with network troubleshooting, including routers, switches, firewalls, and VPNs.
  • Proficiency in virtualization technologies, including Hyper-V and VMware.
  • Familiarity with remote monitoring and management (RMM) tools and ticketing systems.
  • Excellent problem-solving skills and the ability to work under pressure.
  • Strong written and verbal communication skills.
  • CompTIA A+, Network+, Security+ or equivalent certifications preferred.
  • Ability to work independently and as part of a team.
  • High attention to detail and commitment to delivering high-quality work.

Benefits

  • Competitive salary based on experience
  • Comprehensive health, dental, and vision insurance (Dental and Vision fully paid by Rappahannock IT)
  • 3 Weeks Paid Vacation
  • 3 Weeks Parental Leave
  • 11 Paid Federal Holidays
  • Certification/Education reimbursement
  • Collaborative and supportive work environment
Department: Technical Support
Project Location(s): Fredericksburg, VA
Education: High School or equivalent
Compensation: $50,000 - $75,000
how can we help you?

Contact us at our Fredericksburg office or submit an inquiry online.

These people are the real deal. I have dealt with dozens of digital agencies in various realms and I can count on one hand the ones I trust. This company is at the top of the list. Honest, straight forward and capable, it is great to have them local and available. They know networking and security inside and out and are always pleasant to work with. 5 stars with no reservations.

Howard K.

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