Junior Technical Support

Position: Junior Technical Support (Only 2 years)

Halo Group is a premier provider of IT talent. We place technology experts within
the teams of the world’s leading companies to help them build innovative
businesses that keep them one step closer to their customers and one step
ahead of the competition. We offer a meaningful work environment for
employees, attractive and interesting engagements for consultants, and cutting-edge
digital innovation for our customers.

We delight in helping our customers execute their digital vision. Big projects or
small, Halo Group knows that by combining the highest quality talent with our
unwavering support, we will become an invaluable extension of the team. Halo
Group's experienced consultants in Detroit, Atlanta and Dallas specialize in all
areas of product/project governance, UX/UI, multi-platform applications, quality
assurance/testing, cloud computing, and data analytics.

Since its inception, Halo Group has been recognized for numerous awards, including:

• INC 5000
• Future 50
• 101 Best and Brightest
• Michigan 50 Companies to Watch
• Goldline Research - “Most Dependable Companies”
• Ernst & Young - “Entrepreneur of the Year” Finalist

Job Description

Overview:
The IT Support Specialist is responsible for assisting users with issues arising from everyday use of corporate technology. Responsible for administration and analysis of voice/data network and related systems in order to resolve problems. Ensures user satisfaction by providing analysis, preventative maintenance, troubleshooting, and quick resolution to complex problems. Researches and recommends alternative solutions to reduce costs and/or improve service. Evaluates and resolves issues regarding IT operations, including administration, design, installation, configuration, error analysis, system status and downtime procedures, etc.

Configures and manages helpdesk software and follows up with users to ensure that helpdesk service level agreements have been achieved resolving any lingering issues. User support can be performed either by remote access, phone, or on-site.

Responsibilities:

• Manage and route all incoming calls and trouble tickets to appropriate resources.
• Maintain asset tracking and IT inventory.
• Provide onsite and phone-based support for local, remote and traveling users.
• Analyze and support Microsoft Exchange including mail filters, virus definitions, database management, and archive/retention policies.
• Plan and support system upgrades (both hardware and software).
• Analyze and maintain LAN Connectivity between core switches and desktops.
• Analyze and maintain WAN Connectivity via MPLS/VPN for remote users.
• Share responsibility for network security including: permissions, password rotation, data integrity, backups, and login activation/deactivation.
• Configure and provide support for users in a Citrix Xen App environment.
• Configure and provide support for users in a Windows 7/MS Office environment.
• Manage and support servers in a VMWare ESXi environment.
• Support both corporate and BYOD portable devices using Mobile Iron MDM Server.
• Troubleshoot hardware and connectivity issues.
• Provide after hours and weekend support for high priority issues.
• Some travel (up to 10%) may be required.
• Tracks tickets, tasks, & projects and reports status to Infrastructure Manager.

Qualifications

EDUCATION and/or EXPERIENCE

• Associates or College degree or three to five years related experience and/or training; or equivalent combination of education and experience.

COMPUTER SKILLS
Minimum two years’ experience with:

• Servers:
  Windows Server 2008/2012, Active Directory Administration including working knowledge of TCP/IP, DNS, WINS, and DHCP.
• Desktops:
  Windows 7. MS Office 2003, 2007, 2010.

Minimum one year experience with:

• LAN/WAN technologies including MPLS and wireless, Microsoft Exchange 2007/2010, Citrix Presentation 4.5 or Xen App 6.0/6.5, cell phone support.

Familiarity with:

• VoIP phone system experience, tablets support (iPad), Corporate Anti-Virus management.
• HP Pro Curve & Cisco switches, Internet Load Balancing/Link Aggregation.

LANGUAGE SKILLS

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present…