Helpdesk Technician; L2

Job Description

TITLE: Helpdesk Technician II

DESCRIPTION: The Helpdesk Technician is responsible for onsite and remote installation and support needs for our Managed Service Clients. This relates to all technology to include but not limited to: workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software.

• Communication with clients as required: keeping them informed of ticket progress, Project Status, etc.
• Strong knowledge of Windows 10 Operating System as well as Office
  365 (Server OS a plus)
• Support the local Sales Team to assist with potential new opportunities
• Technical knowledge and basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Conduct network assessments as needed
• Remote access solution implementation and support: VPN, RDP, LMI
• System documentation to include system reviews and recommendations
• Implement and support disaster recovery and backup solutions
• Create quotes as needed and work with related vendors
• Take ownership of onboarding new accounts
• Maintain and constantly Improve client service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Develop in-depth knowledge of the service offerings and how it relates to client’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering daily time and expenses
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

• Minimum 2 years technical experience or degree preferred.
• Strong Diagnostic skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Ability to travel to outlying branch locations, customers and or multi-state travel

• Auvik
• Connect Wise
• Dell Server Architecture
• RMM agent deployment/understanding
• Sonic Wall Firewalls
• Basic Wireless Networks
• Ubiquiti/Unifi
• TCP/IP protocols and how they work
• LAN/WAN technologies