Help Desk Techician II

The Help Desk Technician II provides exceptional internal support for our associates, quickly identifying and resolving software, connectivity, and network issues. You ll build trust within our RK Black locations using outstanding communication skills. With your solid understanding of applications, networks, and systems you ll administer corporate IT systems and backup systems. At RK Black, we focus on delivering an outstanding client experience, especially for our own associates, and we need you to make that happen! Sound like a great fit? We d love for you to learn more about our growing Network Services Team---read on ...

Requirements

Associate degree, Bachelor s Degree preferred

Two years industry experience or equivalent military experience

Minimum of CompTia A+ Certification OR ability to obtain A+ or Net+ certification within six months of hire

Proficient in Active Directory, Office 365, Windows Desktop and Windows Server OS (up to the most recent version), Network Connectivity, Wireless Connectivity, and Network Security

Email Management

PowerShell understanding / usage preferred

SSL Certificate understanding / troubleshooting preferred

SECURITY: Understanding of Concepts

Experience with physical as well as virtual server environments

Experience with anti-virus solutions, vulnerability management tools, monitoring, and alerting solutions

Experience with backup solutions and data restoration

CCNA or similar experience a plus

Knowledge of advanced computer skills and network applications

Phone systems implementation and management preferred.

Valid Oklahoma Driver s License and clear driving record

The Job

Front-line Customer Service Representative for RK Black

Provide end-user technical support on all hardware and software applications; troubleshoot networks, systems, and applications to identify and resolve issues

Contact internal associates (by phone or through ticketing system) to gather information needed for effective equipment installations

Manage, administer, and maintain corporate IT systems including, but not limited to:

o Virtual Servers

o Microsoft Domain and Active Directory Environments

o Network Infrastructure

o Routers

o Switches

o Wireless Access points

o Firewalls

o VPN appliances

o VoIP phone systems

Management of anti-virus solutions, vulnerability management tools, monitoring, and alerting solutions

Line of business applications: Able to quickly learn new applications and support them

Work with existing hardware/software vendors for issue resolution

Document all time within ticketing system (in real time), ConnectWise Manage, and keep service tickets updated in real time

Maintain backup systems to ensure all data is protected

Achieve and exceed established activity standards (service calls, response times, etc.)

Qualities Required

Represent R.K. Black, Inc. with the utmost integrity

Excellent critical thinking skills, able to quickly identify issues and implement resolutions

Possess exceptional organizational skills and time, calendar management skills

Able to multi-task and prioritize effectively

Work under moderate pressure created by deadlines and work volume

Personify friendliness and exhibit ability to get along with others

Demonstrate a desire to learn new skills, and a desire/urgency to accomplish tasks

Possess the interpersonal skills necessary to communicate effectively with all levels of vendors, associates, and clients

Communicate clearly in verbal and written English

Physical Requirements

Able to stand, bend over, squat or sit for prolonged periods of time

Able to use hands to handle and feel for objects and controls

Able to carry computer equipment and other accessories up and down stairs