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.ResponsibilitiesMonitor and actively work tickets within a helpdesk queueTake full ownership of assigned tickets from start to finish, resolving or properly escalating as neededCommunicate clearly and professionally with end users, providing detailed updates, accurate time entries, and thorough documentationMaintain and update client documentation when changes are made or outdated information is identifiedRepresent the company professionally — treat every client issue as if it were your ownIdentify potential improvement or upgrade opportunities (hardware, network, security, ISP, Microsoft 365, etc.) and communicate them to the appropriate Account Manager or Field Team memberSkills1+ year experience working for a Managed Services ProviderStrong 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 skillsStrong problem-solving ability with a clear sense of ownership and accountabilityAbility to work both independently and collaborativelyTeams administrationFamiliarity with common MSP tools (RMM, PSA, BCDR, IT Glue, EDR/MDR, etc.)Associate/Bachelor's Degree in related field or equivalent experienceBenefits401(k) with company matchingMedical, dental, and vision insurance (with telehealth)Life insurance and disability coverage (short- and long-term)Unlimited paid time offWeekly DoorDash meal benefitRewards and recognition programCertification bonuses and professional growth opportunitiesCompany OverviewLyra Technology Group is a technology service businesses that operates by exceptional management teams. It is a sub-organization of Evergreen Services Group. It was founded in 2017, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://lyratechgroup.com.



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