Level 2 Help Desk IT Support Technician (Managed ...

We're looking for a *Level 2 IT Support Technician* who enjoys solving problems, helping people, and getting out from behind the desk to work directly with clients.Make sure to apply with all the requested information, as laid out in the job overview below.At Eugene Networks, you won't be stuck in a back room grinding tickets all day. Our technicians work closely with our clients, both *remotely and onsite*, helping small businesses stay productive and secure. If you enjoy troubleshooting technology _and_ building relationships with people, you'll fit in well here.If you're the kind of tech who likes variety, teamwork, and real appreciation for your work, we'd love to talk with you.*What It's Like Working at an MSP*Working at a Managed Service Provider is different from internal IT. Our technicians support many businesses across a wide range of technologies and environments, which means *every day brings new challenges and learning opportunities*. You'll work through multiple tickets during the day, balance remote support with onsite visits to client offices, and collaborate with other engineers when problems require deeper expertise. The pace can be fast, but it's also rewarding, you'll gain exposure to far more technologies and real-world scenarios than most internal IT roles offer.If you enjoy variety, problem solving, working directly with people, and continuously expanding your technical skills, you'll thrive here.*What We're Looking For*You'll thrive here if you are:* Friendly and comfortable talking with clients* Organized and able to manage multiple tickets* Curious and motivated to keep learning* A team player who enjoys collaborating with other engineers* Someone who genuinely enjoys helping peopleTechnical skills matter, but *attitude and communication skills matter just as much*.*About Us*Founded in *2015*, Eugene Networks provides *Managed IT Services, VoIP phone systems, cloud solutions, and IT consulting* to businesses throughout the Eugene-Springfield area and beyond.We support organizations ranging from *5-400 employees* across many industries. Our mission is simple: help businesses run smoothly with technology they can rely on.But what really sets us apart is our *team culture*.We believe a great workplace is built on *respect, collaboration, and kindness*. Our engineers help each other constantly, share knowledge freely, and never leave someone stuck on a problem alone.When you join our team, you're not just another tech filling a seat, you're part of a group that *has each other's backs*. If you ask for help *you get it!**The Role*Our *Level 2 IT Support Technician* serves as the frontline engineer supporting our clients' daily IT needs.You'll work incoming support tickets through our *Autotask PSA ticketing system*, troubleshoot issues remotely, and frequently *travel onsite to client offices* to resolve problems directly.This role is ideal for someone who:* Enjoys interacting with clients* Likes solving a wide variety of technical problems* Thrives in a fast-paced MSP environment* Can manage multiple tickets while keeping clients updatedMany issues can be resolved remotely, but *onsite visits are a regular part of the job*. We believe strongly in being present for our clients when needed, so this role requires someone comfortable working directly at customer offices.You'll work alongside other helpdesk technicians and have support from *senior engineers and project engineers* whenever higher-level assistance is needed.*What You'll Be Doing** *Owning incoming IT support requests* from our client base and driving them to resolution. Our Service manager assigns you requests, and you run with them saving the day and asking for help when needed* Troubleshooting and resolving technical issues both *remotely and onsite at client locations** Managing, updating, and documenting support activity in *Autotask PSA** Installing and configuring *workstations, printers, VoIP phones, fax service adapters, and other business IT hardware** Deploying and supporting *network infrastructure*, including switches and wireless access points* Administering and supporting *Microsoft 365 and Google Workspace environments** Managing and troubleshooting *email security and spam filtering platforms** Diagnosing and resolving *network connectivity and Wi-Fi issues** Supporting a variety of *line-of-business applications* used by our clients* *Collaborating with other technicians and escalating complex issues when needed** Keeping clients informed with *clear updates and strong communication throughout the ticket lifecycle** Assisting project engineers with *system deployments, upgrades, and infrastructure improvements**Technologies You'll Work With*Experience with many of the following is helpful:* *Autotask PSA** *Datto RMM** Windows and macOS systems* Microsoft 365 / Office 365* Google Workspace* Networking equipment (switches, firewalls, Wi-Fi)* Remote Access VPN (Terminal Servers, and direct to Workstations)* Printers, VoIP phones, and business IT hardware* Backup software and disaster recovery systems* Windows Servers, Hyper-V HypervisorsMSP experience is highly preferred, but we will absolutely consider candidates with *strong IT support backgrounds and great customer skills*.*Work Environment*This is primarily an *in-office role with frequent travel to client sites* throughout the Eugene/Springfield area.Requirements:* Reliable transportation* Ability to travel to client offices* Comfortable interacting with users and business owners directlyWe provide *mileage reimbursement* for all work-related travel.*On-Call Rotation*All technicians participate in a *shared on-call rotation* for one week at a time for after/before hours emergencies.We provide:* *On-call stipend for the week** *Additional pay for time worked on incidents*Pay: $28.00 - $32.00 per hourExpected hours: 40.0 - 45.0 per weekBenefits:* 401(k) matching* Dental insurance* Health insurance* Paid time off* Retirement plan* Vision insuranceApplication Question(s):* How many years of experience do you have working at a Managed Service Provider (MSP)?* Which ticketing systems have you used in a professional IT support role?* What level of experience do you have supporting Microsoft 365 environments?* How comfortable are you troubleshooting basic network connectivity issues?* This role requires traveling to client offices to resolve IT issues. Are you comfortable working onsite with clients regularly?* Please list common things you have deployed or configured in a business environment?* Do you have a valid driver's license and reliable transportation for travel to client locations? xijylhu * Which remote monitoring and management (RMM) tools have you used?Experience:* IT Support at and MSP: 2 years (Required)Ability to Commute:* Eugene, OR 97401 (Required)Work Location: In person

Created: 2026-04-03