IT Help Desk Support - Level II

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, Sonic
  
  WALL, 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 Sonic
    
    WALL 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)