Helpdesk Technician (L2)

Job Description

TITLE: Helpdesk Technician II

DESCRIPTION:

The Helpdesk Technician is responsible for onsite and remote installation and support needs for our Managed Service Clients. This relates to all technology to include but not limited to: workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software.

RESPONSIBILITIES:

Communication with clients as required: keeping them informed of ticket progress, Project Status, etc.

Strong knowledge of Windows 10 Operating System as well as Office365 (Server OS a plus)

Support the local Sales Team to assist with potential new opportunities

Technical knowledge and basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Conduct network assessments as needed

Remote access solution implementation and support: VPN, RDP, LMI

System documentation to include system reviews and recommendations

Implement and support disaster recovery and backup solutions

Create quotes as needed and work with related vendors

Take ownership of onboarding new accounts

Maintain and constantly Improve client service, perception, and satisfaction

Ability to work in a team and communicate effectively

Escalate service issues that cannot be completed within agreed service levels

Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.

Develop in-depth knowledge of the service offerings and how it relates to client’s needs •

Document internal processes and procedures related to duties and responsibilities

Responsible for entering daily time and expenses

Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

REQUIREMENTS:

Minimum 2 years technical experience or degree preferred.

Strong Diagnostic skills of technical issues

Ability to multi-task and adapt to changes quickly

Technical awareness: ability to match resources to technical issues appropriately

Understanding of support tools, techniques, and how technology is used to provide IT services

Ability to travel to outlying branch locations, customers and or multi-state travel

Technical Experience working with the following:

Auvik

ConnectWise

Dell Server Architecture

RMM agent deployment/understanding

SonicWall Firewalls

Basic Wireless Networks

Ubiquiti/Unifi

TCP/IP protocols and how they work

LAN/WAN technologies

Full-time