IT Help Desk Support - Level II

Help Desk Support Level IIOur client is a leading IT Solutions Company in the outskirts of San Antonio, TX (New Braunfels or San Marcos, TX) and they are in need of a Help Desk Support Level II. An IT Technician's role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support related tickets, and to ensure the satisfaction of the end user, among other technical duties.Duties & ResponsibilitiesProvide support of incoming requests to the service desk via telephone, web portal, 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 defined SLAs.Use remote tools and diagnostic utilities to aid in resolving support requests.Server administration via Active Directory, File & Print services, DNS, DHCP.Install antivirus software and ensure virus definitions are up to date.Network firewall and switch administration and maintenance.Optimizing and maintaining network software and hardwareBuilding and deploying file servers and cloud computing solutionsConfiguring and deploying VOIP solutionsManage Microsoft Exchange ServerTelephone solutionsMonitors alert systems and take appropriate action as per guidelines.Ability to use various messages in an event log to affect repairs.Receive escalated service requests requiring an enhanced response.Qualifications & RequirementsHaving worked in an MSP environment is a MUST!Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory2-3 years of experience in a client-facing environment such as sales engineeringExperience with RMM (remote monitoring and management) tool a plus, such as Connectwise or Kaseya.Having working knowledge of a PSA tool, such as Autotask is a plus.Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technologyPossesses strong organizational and time-management skillsExperience writing proposals for and implementation of technical solutions to fulfill business needsResults-oriented, self-motivated, energetic, professional, reliable, and a team playerStrong understanding of technology and business productivity systemsAbility to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skillsSales training experience is a plusIdeal Qualifications (not required)CompTIA Net+ and/or CompTIA Security+MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)CCNA or CCIE-Cisco certifications a real plusOur client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.