Helpdesk Support Technician

Job Description

Job Description

HelpDesk Support Technician

Managed Services Provider looking for an individual that has a passion for IT and Technology with an Excellent Customer Service skillset. Candidate should be self-starter, organized, detail orientated and have a desire to grow within the organization. As a member of our support team, this position is responsible for Multi-level IT support to our customers. Candidate should be able to answer, evaluate, and prioritize tickets, assist/lead Team members, while ensuring the customer needs will be met. Strong Customer Service is a must. Position is based in Las Vegas, Nevada. Local Candidates only. Position requires On-Prem, no remote work from home applicants, please.

Job Duties and Responsibilities:

· Maintain, Support, and Manage multi-site Windows environments, including builds and migrations.

· Provide direct interaction with end user customers and multi-level technical support to resolve Server, Network, Application and Internet issues.

· Identify and escalate situations requiring urgent attention.

· Ensure proper HelpDesk policies and procedures are being followed.

· Maintain working knowledge of industry trends and support best practices.

· Work with other team members to rollout hardware and software upgrades; test/implement new equipment and services.

· Be able to multi-task with heavy caseload and respond to user requests in a timely fashion.

· Provide timely, efficient, and friendly customer service to all end users; display effective customer relations skills to enhance satisfaction. Must ensure proper and accurate communication at all times ensuring customer is aware of incident activity, updates and closure.

· Proactively notify HelpDesk/Service Manager of potential issues, concerns or other problems that may impact or involve a larger group of users.

Requirements/Experience:

· Exceptional customer service support and interpersonal skills are required.

· Analytic and problem-solving skills.

· Experience with Active Directory, Group Policy Management, Hyper-V, VMware, IIS, PowerShell, Microsoft Exchange Server.

· Experience with Cloud Solutions and Hosted Environments.

· Experience with Microsoft 365 and Google Workspace.

· Working knowledge of Server automation and scripting.

· Working knowledge of Windows and MAC operating systems.

· Working knowledge of LAN/WAN/VLAN/VPN.

· Experience with AutoTask/DATTO or other helpdesk/service tracking systems a plus.

· Able to work independently, take responsibility with initiative, problem solving and technical writing skills.

· Ability to work a flexible schedule and extended work hours as required based on current projects

· Excellent written/spoken communication skills

We’re the smart choice for a better network. With the backing of our industry-leading partners, we provide cutting edge information management along with the best service and support in the industry.

Company Description

We’re the smart choice for a better network. With the backing of our industry-leading partners, we provide cutting edge information management along with the best service and support in the industry.