(Help Desk) - Level 2

Help Desk Level 2 Job Description Overview


Verdant TCS is a leading company in IT Managed Services and Managed IT security systems. We're now hiring a Help Desk Technician to help us keep growing. This is a perfect opportunity for college computer science or MIS/IS students to get paid work experience and work toward internship credit. This is also a great springboard position with someone with 1-5 years of help desk experience to move more into engineering work long term. As our help desk technicians get to work on project work from time to time, and more IT administration tasks that engineers work on.


Responsibilities for Help Desk Technician

• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and computer chat

• Provide customer assistance
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software

• Follow-up with customers to ensure issues are resolved
• Customer Onsite Visits and Onsite Support
• Willing to do light System and Network Admin work and grow into an Associate System Admin full time.
• Willing to do project work during down time, racking network equipment, and learning system admin duties.
  • Patch management
  • Scripting
  • Network Deployment of Meraki Equipment
  • Manage Meraki Networks for Clients
  • Learn Azure and Cloud systems for administration
  • Learn 3cx VOIP cloud phone system
  • Printer and Copier deployment with Paper Cut Hive Cloud setup
  • etc..

Qualifications for Help Desk Technician

• Proficiency with iOS and Windows computers
• Excellent oral communication skills
• Detail oriented in order to keep detailed notes on tickets

• Ability to diagnose and resolve basic computer technical issues
• Knowledge of Microsoft Office 365, Google G-Suite, and other domain services
• Email Client Configurations
• Networking (basic understanding of switches, firewalls, VPN clients, wireless networking)
• Basic experience with Windows Server Active Directory, DNS, DHCP

Shifts will run 8-5 p.m. , Monday thru Friday, rotational on-call after hour support


This is an at-will employment position.


Verdant TCS is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.