IT Help Desk

Job Description

Help Desk Analyst

At RKON, we’re proud of the culture we’ve created—and the loyalty and dedication of our employees, many of whom have been with the company since our founding in 1998. Our culture is also challenging and fast-paced to keep up with the ever-evolving IT industry we serve. Crain’s Fast Fifty, CRN Fast Growth 150 and Inc. 5000 have recognized our company for the tremendous organic growth we’ve achieved. To continue this growth, RKON invests heavily in our employees by offering comprehensive benefits and development, a wellness program and the opportunity to be part of a casual and family-friendly work environment.

Position Profile:

We are pursuing IT Help Desk (End User Engineer) professionals who are looking to elevate their career. This role will provide the opportunity to get hands on experience with the latest bleeding edge technologies. RKON provides an almost limitless potential for upward mobility in the fields of security, networking, and virtualization. Our Help Desk is viewed as a training program for these verticals.

The ideal candidate will a strong desire to pursue a career in IT. Our Help Desk professionals are expected to provide high quality end user support with a strong background in PC support (windows/Mac) and proven experience with Microsoft Office 365. Must possess above average customer service, organizational, verbal and written skills.

Responsibilities Include:

Provides world class customer service with a focus on setting a positive and supportive tone with end users

Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance

Provides Level 1 and 2 support for incidents (problem/issues) or service requests related to hardware, software, mobile devices and network connectivity

Records ticket and status information in a timely / accurate fashion

Troubleshoots and resolves incidents and/or escalate as required with support vendors and RKON senior support engineers

Facilitates resolution of tickets/service requests while meeting or exceeding defined service level expectations

Contributes and maintains accurate documentation to provide consistent solutions

Assists level 2 systems and network security teams with tasks as server builds, firewall policy updates and system backups

Completes assigned administrative projects (i.e. testing and other project related tasks)

Other duties as assigned

Requirements:

A desire to pursue a long-term career in IT, and a strong customer service background.

Preference for one to two years of experience in a Help Desk related role.

Excellent teamwork, communications and interpersonal skills

Active Directory knowledge - fundamentals.

Professional telephone demeanor with strong customer service skills and attention to detail

Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction

Hardware and software support for both desktop/laptop computers and printers

Follows company standard hardware and software configurations

MS Office (Word, PowerPoint, Excel) skills is required

ITIL knowledge or other IT certifications preferred

Ability to be punctual and maintain a varied schedule from week to week including rotating off hours coverage (nights/weekends)

Familiarity with enterprise systems (server, backup, active directory) and network switches/firewalls a bonus but not required

Job Type: Full-time

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