Helpdesk Technician (L2)
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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
Technical 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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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