Help Desk Engineer

Essential Duties & Responsibilities:

• Assist the Help Desk team with dispatch/scheduling and escalating support tickets as required to Level 1 & 2 technicians
• Provide Level 1 direct primary end-user support remotely or onsite as needed
• Assist with the maintenance of a knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs and documentation, and improvement suggestions
• Monitor alerts from RMM tools and backups
• Assist with installation and troubleshooting of PC/server applications & hardware
• Contribute to projects involving servers, workstations and network upgrades

Qualifications:

• Minimum 2 – 5 years Help Desk experience
• Experience working with ticketing systems, ConnectWise preferred
• Experience working with/knowledge of Windows Server (2012, 2016), Windows OS (7, 8, 10), MAC iOS, VMWare, Microsoft Office applications
• Understanding of basic networking concepts
• Excellent understanding of desktop management tools
• Complex problem solving skills
• On-going knowledge of mainstream and emerging technologies
• Good people skills to facilitate dealing with PC users at all levels of the corporation
• Experience in managing workflow and multitasking
• Good oral and written communication skills

Equal Opportunity Employer:

WCA is an equal opportunity employer and, as such, affirms in policy and practice its commitment to recruit, hire, train, and promote, in all job classifications, without regard to race, color, creed, religion, sex, gender, age, national origin, marital status, sexual orientation, gender identity, gender expression, citizenship, eligible veteran status, disability, or any other status protected by law.

You must be eligible to work in the US independent of company sponsorship. Local candidates only.

“It is the policy of WCA Technologies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, WCA Technologies will provide reasonable accommodations for qualified individuals with disabilities.”