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IT Help Desk Support - Level II

IT Help Desk Support - Level II

K2 Staffing, LLCCranston, RI, US
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Job Description

Job Description

Summary

Our client is a top notch and very well-established IT Solutions / MSP located in the Cranston, RI area and they are seeking to find an experienced Help Desk Technician . Some responsibilities are resolving escalated service request tickets, project tasks, and deployment upgrades. This position requires traveling up to 30% of the time and / or on-call / flexible hours to support our clients. This individual will work with other employees as a mentor and trainer to help develop additional skilled technicians. They pride themselves on the service and support they bring to each client in a timely manner.

Duties & Responsibilities

  • Provide excellent customer service to our clients and partners
  • Provides technical assistance to clients to resolve computer hardware and software problems via telephone or electronically from escalated tickets
  • Simulates or recreates user problems to resolve operating difficulties
  • Ability to manage multiple clients and projects simultaneously
  • Ability to work in a fast-paced environment addressing issues promptly
  • Provides support to clients in problem resolution, guides users through troubleshooting procedures, and develops troubleshooting scripts
  • Provide remote assistance to end-users in the use of existing and new technologies, hardware, and software
  • Setup of desktop and laptop computers
  • Performs upgrades to hardware & software
  • Understanding of IT security, with the ability to identify and escalate policy violations
  • Recommends system modifications or hardware and software improvements to reduce or eliminate user problems
  • Tracks client issues and resolutions to assure satisfaction and closure
  • Contribute to company knowledge base and continually work to keep documentation up to date
  • Performs other duties as assigned
  • All new hires will spend a minimum of 30 days training as a First Responses Technician (FRT). Our FRT team is our front-line contact for our clients who need support.

Qualifications & Requirements

  • Microsoft CSP, AZURE, O365
  • Required :
  • Ability to travel as required (~30%)
  • Must be able to work flexible days / hours – some on-call duty
  • Experience with the following manufactures networking equipment, including HP, Cisco, SonicWALL, Ruckus,
  • Experience with Microsoft Server 2008+ deployment, migration, and management
  • Desired :
  • Experience with virtualization technologies VMWare and Hyper-V
  • Previous job experience with project and vendor management
  • PCI experience
  • Required Technical Experience :

    • Experience with all Windows Desktop OS

  • Experience with Hosted Exchange
  • Experience with Microsoft productivity applications
  • Desired Technical Experience :

    • Experience with Microsoft Server 2008+

  • Familiarity with SonicWALL firewalls, Dell / HP / Cisco, managed switches
  • Required Education :

    • Minimum of 2 to 5 years of experience

  • Background in Information Technology, Computer Science, Engineering, or Science or equivalent experience and / or certifications
  • Advanced certifications (desired)
  • VMware Certified Professional(VCP)
  • Microsoft Certified Systems Administrator (MCSA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
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    It Help Desk Support • Cranston, RI, US