Help Desk Techician II
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Job Description
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