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IT Help Desk Support - Level II

IT Help Desk Support - Level II

K2 Staffing, LLCWinston-Salem, NC, US
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Job Description

Job Description

Summary

Our client is a leading IT Solutions Company in the Winston-Salem, NC area 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.
  • Server administration via Active Directory, File & Print services, DNS, DHCP.
  • Install antivirus software and ensure virus definitions are up to date.
  • Server administration via Active Directory, File & Print services, DNS, DHCP.
  • Network firewall and switch administration and maintenance.
  • 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
  • Telephone solutions
  • 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 MUST ! No exceptions!
  • 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.

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    It Help Desk Support • Winston-Salem, NC, US