Help Desk Technician - Level 2

COMPANY OVERVIEW:
Tolar Systems Inc. is a dedicated IT professional services provider with over two decades of experience supporting the evolving technology needs of businesses. We are committed to delivering innovative solutions and exceptional service to growth-oriented companies, fostering a culture of integrity, passion, and proactive support.

SUMMARY:

The Help Desk Technician Level 2 provides technical support within a Managed Services environment, delivering timely and effective solutions to client issues. This role is responsible for resolving service tickets, maintaining high service quality, and contributing to a positive and collaborative team environment. The technician works closely with other support staff to ensure client systems are functioning optimally and service level expectations are met. This position will be primarily work from home, but will require onsite visits to clients as needed.

ESSENTIAL DUTIES:

• Provide first-line technical support for end users in a Managed Services environment, troubleshooting hardware, software, and network-related issues.
• Respond to and resolve service tickets in accordance with established service level agreements (SLAs).
• Accurately document all troubleshooting steps, resolutions, and client communications within the ticketing system.
• Escalate complex or unresolved issues to appropriate internal teams following defined processes.
• Assist with workstation setup, configuration, and deployment of hardware and software.
• Participate in on-call support rotation as assigned.

TICKET MANAGEMENT & TECHNICAL SUPPORT:

• Actively monitor and respond to assigned service tickets in a timely manner.
• Troubleshoot and resolve end-user issues related to hardware, software, networking, and cloud services.
• Maintain accurate and thorough documentation within each ticket, including troubleshooting steps and resolution details.

EDUCATION & EXPERIENCE REQUIREMENTS:

• 3+ years of experience in a Help Desk or technical support role within an MSP or similar environment.
• Prior experience providing technical guidance or mentorship strongly preferred.

SKILLS & KNOWLEDGE REQUIRED:

• Proficiency with ConnectWise, Datto RMM, and related PSA/RMM tools.
• Strong understanding of Microsoft 365, Windows OS, and basic networking concepts.
• Strong interpersonal, leadership, and conflict resolution skills.
• Ability to manage time and delegate responsibilities effectively.
• Solid documentation habits and attention to detail.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Physical Demands:
• While performing the duties of this job, the employee must be able to remain in a stationary position extended periods of time and be able to move about inside the office to access file cabinets, office machinery, etc.
• Operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer and must have the ability to use hands to handle, control or feel objects or controls and reach with hands and arms.
• Constantly communicate and exchange information with team members and must be able to effectively communicate correct information. Be able to meet with customers, teammates, and project teams in person as required.
• Read/comprehend, write, and communicate orally, reasoning and analytical abilities, and mental flexibility.
• Occasionally will move objects up to 50 pounds.
• Occasionally climb stairs, bend, squat, kneel, crouch, and reach above the shoulder to access materials and/or documentation.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus to compare and distinguish accounting and administrative data.
• Hearing ability to perceive the nature of sounds at a normal speaking level with or without correction. Ability to receive detailed information through oral communication and to make discriminations sound.
• Work Environment:
• While performing the duties of this job, the employee is regularly working in a typical interior/office work environment or from a home office.
• Position may involve extended work hours.
• The noise level in the work environment is usually moderate.

TRAVEL:

• This position requires travel less than 10% of the time. Must maintain a valid Driver’s License.

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Application Question(s):

• This role is full-time, salaried with standard hours of 8:00 AM – 5:00 PM Central and participation in an on-call rotation. Are you able to meet these requirements?
• Do you currently live within 60 minutes of Fort Worth, TX, and would you be able to travel onsite to client locations when required?
• Do you have a valid driver’s license and reliable transportation?
• Employment at Tolar is contingent upon successful completion of a background check. Are you able to meet this requirement?

Work Location: Hybrid remote in Fort Worth, TX 76102