Desktop Support Engineer
Description:
Job Description
Do you enjoy working with many different people, at companies in many different industries? Do you love the challenges of learning new systems, and developing creative solutions for a changing array of IT problems?
This position offers the freedom of working mostly on your own, interacting with different people every day, and rarely being stuck in an office. Plus, we are a small company, which means a casual work environment where there are no layers of management or corporate BS - no office politics, no drama.
The self-managed individual we are looking for will be able to work both independently, and as part of a small team, to eliminate the IT headaches of our small-business clients, becoming an IT hero in the process. They may be the primary point of contact for some of these clients, meaning that they need to be friendly and absolutely comfortable explaining IT issues to non-techies, as well as able to put those clients at ease by projecting confidence and assuring them that everything is under control. Devotion to customer service, and an accommodating attitude is a must. The work is fast-paced and demanding, requiring juggling many competing urgent tasks, but it is also very fulfilling, because we are constantly fixing problems for people, helping them, and making their days, and even their lives much better.
The work encompasses technical PC and networking configurations, as well as basic technical work, including desktop support. It also includes administrative tasks, like entering time in a PSA, as well as interacting with clients in a professional and reassuring manner. Finally, it also includes being on-call some nights and weekends for emergency support requests. These are extremely rare, but you must be willing to be available in the unlikely event they occur.
We expect the person selected for this position to advance their technical knowledge quickly, reaching a junior network engineer status in no more than 2 years. We follow an "up or out" career path for our team members, so if you are not excited to grow your technical skills and take on more responsibility, this is not the right position for you. As your skills and responsibilities increase, so will your pay.
Qualified candidates should meet these requirements:
Customer Service Requirements:
- exceptional communication skills
- accommodating attitude, strong drive to respond quickly and delight customers
- ability to speak comfortably and explain complicated IT issues to non-technical people
- superior customer-service ethic
- ability to manage your own time, and follow up to complete unresolved issues
- demonstrate the initiative to uncover client problems and develop solutions, without being specifically assigned a task
Technical Requirements:
- at least 2 years of IT experience (systems/desktop engineering or network administration)
- extensive experience configuring, installing, repairing PCs
- thorough knowledge of PC and laptop hardware
- thorough knowledge of all Windows desktop OSes
- basic understanding of Active Directory, DNS, DHCP
- basic understanding of IPv4 (routing, subnetting)
- basic understanding of switches and VLANs
- basic understanding of 802.11 wifi
- familiarity with backup programs, including image-based and cloud-based
- familiarity with remote access technologies, especially VPNs
- ability to track and remove viruses & malware
- superior methodical troubleshooting ability
Other requirements:
- existing residency in the Denver Metro area
- a reliable vehicle
- willingness to work from home and a quiet area where you can work
- fast, reliable Internet connection at your home
- Willingness to occasionally work after hours
- willingness to cover for rare emergency calls every other weekend
(actual emergencies occur no more than 1-2 times per year)
We offer:
- work at a stable, profitable, and growing company
- competitive wages
- company-provided cell phone or reimbursement for using your personal cell phone
- mileage reimbursement: 65.5 cents per mile
- participation in a SIMPLE IRA (similar to 401k) with company match, after 1 year
- 1 week per year paid time off, starts accruing after 6 months
- 2 weeks per year paid time off, starts accruing after 2 years
- 5 sick/personal days per year, unused days paid at end of year
Company Description
Rapid Networks is a growing IT consulting company, specializing in solutions for small and medium-sized companies throughout the Denver Metro area. We provide our customers with truly outstanding service, and top-notch technical solutions. Our work environment is fun, casual, and positive, and we love learning new techniques and technologies. We are an equal opportunity employer.
We offer:
- work at a stable, profitable, and growing company
- competitive wages
- company-provided cell phone or reimbursement for using your personal cell phone
- mileage reimbursement: 65.5 cents per mile
- participation in a SIMPLE IRA (similar to 401k) with company match, after 1 year
- 1 week per year paid time off, starts accruing after 6 months
- 2 weeks per year paid time off, starts accruing after 2 years
- 5 sick/personal days per year, unused days paid at end of year