Service Desk Analyst-Level II

Responsibilities:

Resolve situations with VIP clients (white glove experience)

· Troubleshoot and resolve critical server, network, and lines of business incidents

· Windows Server 2008/2012/2016, including Active Directory, Group Policy, DNS & DHCP

· Office 365 / Azure / AWS

· Microsoft Exchange Server/Exchange Online

· Remote access technologies, including RDS and VPN

· Peripheral device support, including network printers, scanners, monitors & UPS devices.

· WAN devices

· Hypervisors, SAN, NAS

· Wireless controllers and access points, routers, firewalls, and network switches

· Resolve escalated issues from the L1 and L2 team members

· Complete move/add/changes of client servers and workstations, including adding printers, applications, roles, etc.

· Mentor team members on technology

· Collaborate with other departments to solve complex issues

· Tasks assigned by the Director of Service Desk.

Qualifications:

High School diploma, Bachelor's Degree a plus

· Minimum of 6 years work experience in a Help Desk role

· Previous MSP experience

· CompTIA A+/Network+ or equivalent experience

· MCSA or equivalent experience

· Complete technical understanding and expertise in the following:

· Public and private DNS functionality

· Mail flow diagnostics

· VPN support and configuration

· File server support and configuration

· RDS environment support