Help Desk Engineer

Job Description

We're looking to expand our Help Desk team with a dynamic, self starter to serve as the first point of contact for technical issues with our customers.

Our Managed Services practice offers a full range of services, whether a client has an existing IT department that is looking to offload certain IT functions, or if a client needs a full-service IT department to manage it all, we've got them covered. Inquire today about this exciting opportunity to take your career to the next level!

Some responsibilities include but not limited to:

Serves as a first point of contact for all technical support issues

Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users

Diagnoses and troubleshoots software and hardware problems; helps customers install applications and programs

Monitors ticketing system and ensures tickets are addressed in a timely fashion

Performs preventative maintenance for customers including server updates, checking backups, anti-virus, and application maintenance

Delivers a high level of customer service responding to customers quickly and comprehensively

Assumes flexibility with rotating schedules providing on-call support nights, weekends and holidays, as assigned

Collaborates with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutions

Tracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodically

All other duties, as assigned

Skills:

Level 1 & 2 help desk experience required

Knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell

Knowledge in implementation and troubleshooting network devices

Configures and troubleshoots VPNs for end user access

Technical knowledge of storage, virtualization, and compute across multiple vendors

Demonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skills

Exceptional customer relations skills to engage and service customers effectively based on the company's values

Strong organizational, multi-tasking, detail-oriented and time management skills

Works independently and collaboratively to resolve problems and manage demands on time and deliverables

Strong documentation skills

Positive teamwork skills

Maintains a high level of confidentiality, professionalism and a courteous demeanor

Experience and Education:

3+ years of experience working in network administration or a Help Desk role with a Managed Services Provider

Experience with Microsoft Office 365

Industry technical certifications a plus

High School Diploma or college courses/certificates in related field (business, computer science, information technology)