IT Help Desk Support - Level II

Job Description

Summary

Our client is a top notch and very well-established IT Solutions / MSP located in the Cranston, RI area and they are seeking to find an experienced Help Desk Technician. Some responsibilities are resolving escalated service request tickets, project tasks, and deployment upgrades. This position requires traveling up to 30% of the time and/or on-call/flexible hours to support our clients. This individual will work with other employees as a mentor and trainer to help develop additional skilled technicians. They pride themselves on the service and support they bring to each client in a timely manner.

Duties & Responsibilities

Provide excellent customer service to our clients and partners

Provides technical assistance to clients to resolve computer hardware and software problems via telephone or electronically from escalated tickets

Simulates or recreates user problems to resolve operating difficulties

Ability to manage multiple clients and projects simultaneously

Ability to work in a fast-paced environment addressing issues promptly

Provides support to clients in problem resolution, guides users through troubleshooting procedures, and develops troubleshooting scripts

Provide remote assistance to end-users in the use of existing and new technologies, hardware, and software

Setup of desktop and laptop computers

Performs upgrades to hardware & software

Understanding of IT security, with the ability to identify and escalate policy violations

Recommends system modifications or hardware and software improvements to reduce or eliminate user problems

Tracks client issues and resolutions to assure satisfaction and closure

Contribute to company knowledge base and continually work to keep documentation up to date

Performs other duties as assigned

All new hires will spend a minimum of 30 days training as a First Responses Technician (FRT). Our FRT team is our front-line contact for our clients who need support.

Qualifications & Requirements

Microsoft CSP, AZURE, O365

Required:

Ability to travel as required (~30%)

Must be able to work flexible days/hours – some on-call duty

Experience with the following manufactures networking equipment, including HP, Cisco, SonicWALL, Ruckus,

Experience with Microsoft Server 2008+ deployment, migration, and management

Desired:

Experience with virtualization technologies VMWare and Hyper-V

Previous job experience with project and vendor management

PCI experience

Required Technical Experience:

Experience with all Windows Desktop OS

Experience with Hosted Exchange

Experience with Microsoft productivity applications

Desired Technical Experience:

Experience with Microsoft Server 2008+

Familiarity with SonicWALL firewalls, Dell/HP/Cisco, managed switches

Required Education:

Minimum of 2 to 5 years of experience

Background in Information Technology, Computer Science, Engineering, or Science or equivalent experience and/or certifications

Advanced certifications (desired)

VMware Certified Professional(VCP)

Microsoft Certified Systems Administrator (MCSA)

Microsoft Certified Systems Engineer (MCSE)

Cisco Certified Network Associate (CCNA)