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Managed Services Technician II (Help Desk)

Abacus Technologies
Birmingham, AL
  • Posted: over a month ago
  • Full-Time
Job Description

The Managed Services Technician II position is ideal for someone who has a passion for providing high quality support, enjoys communicating with customers and is driven by solving technical problems. You will make an immediate impact by diagnosing, troubleshooting and resolving technical issues. If you are a critical thinker, have strong customer service/communication skills, determined to succeed and thrive working in a fast-paced environment with a highly collaborative team, then we want to speak to you!

Scope of the Role:

The Managed Services Support Technician II serves as a primary point of contact for escalated customer support requests, providing remote or onsite services to managed service clients. The Managed Services Support Technician II is responsible for clear and consistent communications with clients and team members regarding complex technical issues. They must also understand features/benefits of proposed technology solutions and troubleshoot most network problems.

  • Install, configure, test, monitor, support and maintain client's end user workstations, network and server infrastructure, peripheral devices and other IT assets
  • Perform on-site analysis, troubleshooting, diagnosis and resolution of complex technical problems
  • Recommend and implement corrective solutions
  • Provide end-user training and assistance where required
  • Receive and respond to Level II help desk requests
  • Accurately document network and cloud environments
  • Support client implementation, migration or security projects
  • Liaise with third-party software support and technology vendors
  • Ability to assess the technical issue and implement a timely resolution
  • Assist with the completion of internal and client projects
  • Achieve KPI's for Project execution / Helpdesk outputs
Key Skills & Experience:
  • Windows Desktop and Server Operating Systems
  • Microsoft Office Applications
  • Windows Active Directory and Group Policy
  • Office 365 and Azure Cloud Services
  • Firewall, Routing and Switches
  • VMWare or Hyper-V Virtualization
  • Intermediate understanding of DHCP, DNS, VLANS, IP and Ethernet
  • Administration of Anti-Virus, Malware, and Endpoint Protection Platforms
  • Knowledge of Security Standards and Best Practices aligned with NIST, CIS, HIPPA, CMMC
  • Strong interpersonal skills with ability to effectively interact professionally with all internal and external clients
  • Strong Technical and analytical skills.
  • Excels in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
  • Proven ability to function in a self-directed environment with excellent attention to detail
  • Innovative thinker who is positive, proactive, and readily embraces change
  • Degree or Technical Certificate from a two-year or four-year institution or university
  • 2 to 5 years Client Support/Help Desk experience
  • Certifications for Windows or MacOS Desktop Platforms
  • Certifications for Windows Server OS and Cloud platforms
  • Certifications for Firewalls or Networking
  • Certifications for Security

Abacus Technologies has been headquartered in Birmingham, AL since 2000. We solve the Security and Compliance, Telecommunications and Network Infrastructure needs of our clients to help them grow. We assess and recommend a plan that includes network and telecom infrastructure, software, information, network security, backup, disaster recovery planning and other services.

And we have fun doing it! We've been named one of the "Fastest Growing Companies" and "Top Technology Firms" by the BBJ and pride ourselves on being our clients' trusted IT advisor, not just another IT vendor.

We are sister companies with BMSS Advisors & CPAs, Payroll & Benefit Solutions, and BMSS Wesson Wealth Solutions to give all clients "peace of mind" and an exceptional client experience.


Abacus offers many benefits, but a few highlights include 4 weeks PTO, bi-weekly team lunches, cell phone allowance, overtime pay, flexible hours, summer half day Fridays, 3 community serve days per year, upward mobility, full BCBS insurance, and 401k matching.

Learn more about us at

Abacus Technologies


Birmingham, AL
35244 USA



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