Helpdesk Technician (L2)

Job Description

Job Description

TITLE:   Helpdesk Technician II 

DESCRIPTION:

The Helpdesk Technician is responsible for onsite and remote installation and support needs for our Managed Service Clients. This relates to all technology to include but not limited to: workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software.

RESPONSIBILITIES:

• Communication with clients as required: keeping them informed of ticket progress, Project Status, etc. 
• Strong knowledge of Windows 10 Operating System as well as Office365 (Server OS a plus)
• Support the local Sales Team to assist with potential new opportunities 
• Technical knowledge and basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security 
• Conduct network assessments as needed 
• Remote access solution implementation and support: VPN, RDP, LMI 
• System documentation to include system reviews and recommendations 
• Implement and support disaster recovery and backup solutions 
• Create quotes as needed and work with related vendors 
• Take ownership of onboarding new accounts 
• Maintain and constantly Improve client service, perception, and satisfaction 
• Ability to work in a team and communicate effectively 
• Escalate service issues that cannot be completed within agreed service levels 
• Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc. 
• Develop in-depth knowledge of the service offerings and how it relates to client’s needs •
• Document internal processes and procedures related to duties and responsibilities 
• Responsible for entering daily time and expenses
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

REQUIREMENTS:

• Minimum 2 years technical experience or degree preferred. 
• Strong Diagnostic skills of technical issues 
• Ability to multi-task and adapt to changes quickly 
• Technical awareness: ability to match resources to technical issues appropriately 
• Understanding of support tools, techniques, and how technology is used to provide IT services 
• Ability to travel to outlying branch locations, customers and or multi-state travel

T echnical   Experience working with the following: 

• Auvik 
• ConnectWise 
• Dell Server Architecture
• RMM agent deployment/understanding
• SonicWall Firewalls 
• Basic Wireless Networks 
• Ubiquiti/Unifi 
• TCP/IP protocols and how they work 
• LAN/WAN technologies