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• Maintain and update client documentation when changes are made or outdated information is identified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