IT Help Desk Tier II

IT Service Desk - provides first and second level technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests.  Provide onsite and remote help desk support over the phone, email, and ticket system.  Elevates complex and/or high priority problems they cannot solve to the appropriate support person.

Primary Duties

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution.  Able to troubleshoot complex technical issues and develop easy to understand solutions
• Follow-up with end users to provide status updates
• Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical
• Works collaboratively with people across the organization
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Supports end users in their use of applications such as Microsoft Office, Deltek, Ultipro, CAD Software
• Troubleshoots networks, servers, hardware systems, operating systems, and application technical issues
• Creates and manages technical documentation
• Assists the engineering team with project implementation
• Ensures compliance with all Policies and Procedures

Education and Requirements

• Minimum of 3-5 years experience in MSP field or technical support level 2 or higher
• Minimum of 3-5 years experience in System Administration, Switching, Compliance, Microsoft Active Directory and MSP related service offerings
• Professional, teachable, willing to learn and open minded
• A team player, courteous, pleasant to work with
• Experience with installation and support of various CAD applications
• Demonstrated knowledge in Microsoft server configuration and administration including Active Directory
• One or more of the following certifications: A+, MS Desktop Administrator, Network +
• Excellent organizational, interpersonal and communication skills (both oral and written) and experience with direct client communication
• Experienced in performing needs-assessment and making solution recommendations
• Ability to work in a team environment and demonstrate strong problem-solving skills
• Ability to multi-task and work multiple projects/issues simultaneously
• Some physical work required such as installing and managing cables
• Able to lift up to 50 lbs. servers
• Availability to work weekends
• Must be able to work in the US
• Valid Driver’s License
• Ability to travel
• A team player, courteous, pleasant to work with

Preferred qualifications

• Professional, teachable, willing to learn and open minded
• Intermediate experience in System Administration, IT Security, VPN Configuration, Routing and Switching, Compliance, Virtualization, Microsoft Active Directory