Job Title: Tier 2 Helpdesk Engineer (Full-time)
Location: Fredericksburg, VA
Required Certification(s): Network+, Security+
Desired Certification(s): CCNA, PCCSA, ITIL
About us: Rappahannock IT is 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.
Basis 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.
Additional Experience:
- Knowledgeable in Linux
- Lead Engineer or Project Manager experience
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 of Parental Leave
- 11 Paid Federal Holidays
- Certification/Education reimbursement
- Collaborative and supportive work environment
Job Type: Full-time
Pay: $50,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person