IT Help Desk Support - Level II

Summary

Our client is a leading IT Solutions Company located in the outskirts of Springdale, AR area (Fayetteville, Springdale, Rogers, Bentonville) and is seeking a Help Desk Support Level II. The role of an IT Technician is to ensure system operation and functionality so that end users can accomplish their 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, along with other technical duties.

Duties & Responsibilities

• Provide support for incoming requests via telephone, web portal, or 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 defined processes to meet SLAs.
• Utilize remote tools and diagnostic utilities to resolve support requests.
• Administer servers using Active Directory, File & Print services, DNS, DHCP.
• Install antivirus software and keep virus definitions up to date.
• Manage network firewalls and switches, including 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 as per guidelines.
• Use event logs to diagnose and repair issues.
• Handle escalated service requests requiring advanced response.

Qualifications & Requirements

• Experience in an MSP environment is MUST.
• Minimum of 3 years hands-on experience with networking equipment, Windows servers, workstations, Exchange server, and Active Directory.
• 2-3 years of experience in a client-facing environment such as sales engineering.
• Experience with RMM tools like Connectwise, Kaseya, or Ninja is a plus.
• Knowledge of PSA tools such as Autotask or Halois is a plus.
• Experience with Microtik routers.
• Excellent communication skills, comfortable working with clients to understand their issues.
• Strong organizational and time-management skills.
• Experience 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, multi-tasking, and organizational skills.
• Sales training experience is a plus.

Ideal Qualifications (not required)

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

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