Helpdesk Support Level II+

Job Description

Summary

Our client is a leading IT Solutions Company in the Chicago area (Oak Park, IL) and they are in need of a Help Desk Support Level II+ Technician. An IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support related tickets, and to ensure the satisfaction of the end user, among other technical duties.

Duties & Responsibilities

Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.

Provisioning and system setup for new hires.

Prioritize incidents and service requests according to defined processes to meet defined SLAs.

Use remote tools and diagnostic utilities to aid in resolving support requests.

Perform VPN infrastructure design and administration (PTP, client-based, Encrypted,

IPsec)

Monitor and manage Microsoft Windows 7/8/10 Operating Systems.

Monitor and manage Microsoft Windows Server 2003/2008/2012; Small Business

Server 2003/2008/2012; Exchange Server 2003/2007/2010.

Work on WANs, LANs, TCP/IP, Firewalls, Routers, and

Switches.

Server administration via Active Directory, File & Print services, DNS, DHCP.

Install antivirus software and ensure virus definitions are up to date.

Optimizing and maintaining network software and hardware

Building and deploying file servers and cloud computing solutions

Configuring and deploying VOIP solutions

Manage Microsoft Exchange Server

Monitors alert systems and take appropriate action as per guidelines.

Ability to use various messages in an event log to affect repairs.

Receive escalated service requests requiring an enhanced response.

Qualifications & Requirements

Having worked in an MSP environment is a PLUS!

Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory

2-3 years of experience in a client-facing environment such as sales engineering

Kaseya RMM and Autotask PSA Experience a plus

Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology

Possesses strong organizational and time-management skills

Experience writing proposals for and implementation of technical solutions to fulfill business needs

Results-oriented, self-motivated, energetic, professional, reliable, and a team player

Strong understanding of technology and business productivity systems

Experience with RMM (remote monitoring and management) tool a plus

Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills

Sales training experience is a plus

Having worked in an MSP environment is a major plus.

Ideal Qualifications (not required)

CompTIA Net+ and/or CompTIA Security+

MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)

CCNA or CCIE-Cisco certifications a real plus

Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.Employment Type: Full time Location: Oak Park, IL