Help Desk Technician (Tier 1-2)
Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. They are seeking a Help Desk Technician (Tier 1-2) to support clients through their helpdesk system, owning tickets from start to finish, and serving as a professional face of the company.
Responsibilities
- Monitor and actively work tickets within a helpdesk queue
- Take full ownership of assigned tickets from start to finish, resolving or properly escalating as needed
- Communicate clearly and professionally with end users, providing detailed updates, accurate time entries, and thorough documentation
- Maintain and update client documentation when changes are made or outdated information is identified
- Represent the company professionally — treat every client issue as if it were your own
- Identify potential improvement or upgrade opportunities (hardware, network, security, ISP, Microsoft 365, etc.) and communicate them to the appropriate Account Manager or Field Team member
Skills
- 1+ year experience working for a Managed Services Provider
- Strong troubleshooting and technical support skills (hardware, printers, end-user systems)
- Working knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Entra, Security/Admin Centers)
- Excellent written and verbal communication skills
- Strong problem-solving ability with a clear sense of ownership and accountability
- Ability to work both independently and collaboratively
- Teams administration
- Familiarity with common MSP tools (RMM, PSA, BCDR, IT Glue, EDR/MDR, etc.)
- Associate/Bachelor's Degree in related field or equivalent experience
Benefits
- 401(k) with company matching
- Medical, dental, and vision insurance (with telehealth)
- Life insurance and disability coverage (short- and long-term)
- Unlimited paid time off
- Weekly DoorDash meal benefit
- Rewards and recognition program
- Certification bonuses and professional growth opportunities
Company Overview