Service Desk Analyst (Tier 2) (Ohio)

Job Title:

• Service Desk Analyst (Tier 2) Company: Virtual Technologies Group (VTG) Location: Hybrid, Maumee OH Reports To: Service Desk Department: Managed Services Travel: N/A Position Type: Full-Time Employee Type: Hourly Compensation Range: $45,760-$50,000 / $22.00 – $24.03 DOE Company Overview: Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions.
• Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity.
• With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries.
• Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible.
• At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.
• Position Overview The T2 Service Desk Analyst Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients.
• While support is primarily performed through remote methods.
• The Tier 2 role will ensure that issues can be resolved on a first touch/phone call Day-To-Day Duties and Responsibilities • Utilize IT Service Management (ITSM) systems (e.g., ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents, ensuring accurate documentation and SLA compliance. • Provide clear, professional communication with end users, both written and verbal, to ensure technical issues are explained and progress updates are transparent. • Troubleshoot and resolve computer-related issues with end users remotely and over the phone. • Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends. • Identify and remove viruses, malware, and browser infections. • Manage accounts through Microsoft Active Directory/Entra ID and Office 365. • Setup and configuration of Microsoft Office products and many other software products. • Monitor and fix issues related to customer backups. • Handle issues in an organized fashion through a ticketing system with regular customer updates. • Communicate with coworkers to escalate tickets to Tier 3 Technicians as needed. • Back up Tier 1 on the phones and tickets as needed. • Training, mentoring, and supporting T1 Help Desk Technicians.
• Minimum Qualifications • Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365, ITIL) or proof of formal IT training. • Strong verbal and written communication skills with the ability to communicate technical information clearly to non-technical users. • Experience using IT Service Management (ITSM) systems such as ConnectWise, ServiceNow, or Jira Service Management. • 2 years previous customer service experience. • Excellent with oral and written communication. • Ability to quickly solve problems. • Flexibility in a dynamic work environment. • Multitasking and completing projects according to their scheduled deadlines.
• Preferred Qualifications CompTIA Certifications are a plus Why Join Us?
• At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset.
• As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.
• Join a team that values innovation, collaboration, and professional development.
• Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview:

• VTG offers a comprehensive benefits package to meet the needs of our employees and their families.
• Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

EEO Statement:

• VTG is an Equal Opportunity Employer.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.
• We believe that diversity strengthens our team and drives innovation.
• All employment decisions are based on qualifications, merit, and business needs.
• If you require reasonable accommodation during the application or interview process, please contact HR@vtgus.com. Powered by JazzHR