Connect Tech+Talent · 7 hours ago
Service Desk Technician (Tier 2)
Houston, TX
Contract
Onsite
Entry, Mid Level
2+ years expConnect Tech+Talent is seeking a Service Desk Technician (Tier 2) to provide advanced technical support. The role involves troubleshooting and resolving hardware, software, and networking issues, while also managing client environments and collaborating with engineering teams.
Information TechnologySoftware
Hiring Manager
Vignesh Ayyasamy
Responsibilities
Serve as an escalation point for Tier 1 support—troubleshooting and resolving advanced hardware, software, and networking issues
Perform Tier 2 triage and root-cause analysis of incidents, ensuring accurate documentation and timely resolution within SLAs
Manage daily monitoring of client environments, proactively identifying issues before they impact users
Execute system updates, patches, and maintenance procedures to prevent service interruptions
Provide remote and on-site support for critical incidents, ensuring professional communication and follow-through with clients
Collaborate with engineering and project teams on deployments, upgrades, and special initiatives
Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and knowledge base documentation
Train and mentor Tier 1 technicians, promoting accuracy, ownership, and consistency in ticket handling
Communicate effectively with non-technical users, maintaining composure and professionalism in high-pressure situations
Contribute to process improvement and service delivery optimization across the Managed Services practice
Participate in on-call rotations, after-hours support, and occasional travel to client sites as required
Qualification
Required
Associate or Bachelor's degree in Computer Science, Information Systems, or a related field
2–4 years of experience in IT performance analysis, desktop support, or MSP service delivery
Strong understanding of ITSM processes and ticketing systems (HaloPSA, ConnectWise, ManageEngine, or equivalent)
Advanced proficiency with Windows 10/11, Microsoft 365, Active Directory, and Azure Active Directory
Working knowledge of networking fundamentals (DNS, DHCP, VPN, LAN/WAN troubleshooting)
Demonstrated accountability, attention to detail, and follow-through on assigned tasks
Proven ability to manage competing priorities with urgency, accuracy, and professionalism
Excellent communication skills—both written and verbal—with the ability to explain complex issues clearly
Preferred
Hands-on experience with Microsoft Azure, Exchange migrations, Intune, or cloud-based environments
Exposure to scripting, PowerShell automation, and system performance tuning
Experience with Cisco ASA firewalls, switches, and VoIP phone configuration
ITIL certification or familiarity with ITIL best practices
CompTIA Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate
Company
Connect Tech+Talent
Connect Tech+Talent brings together highly qualified technology professionals with great companies.
11-50 employees
H1B Sponsorship
Connect Tech+Talent has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (2)
2020 (1)
Funding
Current Stage
Early StageCompany data provided by crunchbase