IT Help Desk Support - Level II

Summary

Our client is a leading IT Solutions Company located on the outskirts of San Antonio, TX (New Braunfels or San Marcos, TX). They are seeking a Help Desk Support Level II. The role of an IT Technician is to ensure system operation and functionality, enabling end users to accomplish business tasks. The primary objective is to respond to support requests promptly, serve as the initial contact for all IT support tickets, and ensure end-user satisfaction, among other technical duties.

Duties & Responsibilities

• Provide support for incoming requests via telephone, web portal, and 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 established processes to meet SLAs.
• Utilize remote tools and diagnostic utilities to resolve support requests.
• Administer servers via Active Directory, File & Print services, DNS, DHCP.
• Install antivirus software and maintain virus definitions.
• Manage network firewall and switch administration and maintenance.
• Optimize and maintain network hardware and software.
• Build and deploy file servers and cloud computing solutions.
• Configure and deploy VOIP solutions.
• Manage Microsoft Exchange Server.
• Handle telephone solutions.
• Monitor alert systems and respond appropriately as per guidelines.
• Use event log messages to diagnose and affect repairs.
• Handle escalated service requests requiring advanced response.

Qualifications & Requirements

• Experience in an MSP environment is a MUST.
• Minimum of 4 years experience configuring, troubleshooting, and repairing networking equipment, Windows servers, workstations, Exchange server, and Active Directory.
• 2-3 years experience in a client-facing environment such as sales engineering.
• Experience with RMM tools like Connectwise or Kaseya is a plus.
• Knowledge of PSA tools like Autotask is a plus.
• Excellent communication skills, comfortable working with clients to understand their issues.
• Strong organizational and time-management skills.
• Experience in writing proposals and implementing technical solutions.
• Results-oriented, self-motivated, professional, reliable, and a team player.
• Strong understanding of technology and business productivity systems.
• Problem-solving skills, customer service skills, multitasking, and organizational skills.
• Sales training experience is a plus.

Ideal Qualifications (not required)

• CompTIA Net+ and/or Security+ certifications.
• MCSA, MCSE, MCITP certifications.
• CCNA or CCIE certifications are a significant plus.

Our client offers challenging work, career growth opportunities, a pleasant environment, and ongoing training.