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Helpdesk Support Level II

K2 Staffing

Brentwood, TENNESSEE

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JOB DETAILS
SKILLS
Anti-Virus Software, Business Solutions, CCIE - Cisco Certified Internetwork Expert, CCNA - Cisco Certified Network Associate, Cloud Computing, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA Security+, Computer Workstations, Cryptography, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Diagnostics Solutions/Software, Equipment Maintenance/Repair, Establish Priorities, File Server, File and Print Sharing, Help Desk, IPsec (IP Security), Information Technology & Information Systems, Internet Portal, MCITP - Microsoft Certified IT Professional, MCSA - Microsoft Certified Systems Administrator, MCSE - Microsoft Certified Systems Engineer, Maintenance Services, Microsoft Active Directory, Microsoft Exchange Server, Microsoft Product Family, Microsoft Windows 2003, Microsoft Windows 7, Microsoft Windows Server, Multitasking, Network Administration/Management, Network Software, Network System Hardware, Operating Systems, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Proposal Writing, RMON, Sales, Sales/Support Engineering (SE), Service Level Agreement (SLA), Small Business, Software Administration, Software Installation, System Operations, Systems Administration/Management, Team Player, Technical Support, Time Management, Training/Teaching, VPN (Virtual Private Network), Viruses, VoIP (Voice over IP), Windows Server 2008 R2, Writing Skills
LOCATION
Brentwood, TENNESSEE
POSTED
30+ days ago
Summary

Our client is a leading IT Solutions Company in the Nashville area (Brentwood and Franklin, TN) and they are in need of a Help Desk Support Level II+ Technician. An IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support related tickets, and to ensure the satisfaction of the end user, among other technical duties.

Duties & Responsibilities
  • Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
  • Provisioning and system setup for new hires.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Use remote tools and diagnostic utilities to aid in resolving support requests.
  • Perform VPN infrastructure design and administration (PTP, client-based, Encrypted,
    IPsec)
  • Monitor and manage Microsoft Windows 7/8/10 Operating Systems.
  • Monitor and manage Microsoft Windows Server 2003/2008/2012; Small Business
    Server 2003/2008/2012; Exchange Server 2003/2007/2010.
  • Work on WANs, LANs, TCP/IP, Firewalls, Routers, and
    Switches.
  • Server administration via Active Directory, File & Print services, DNS, DHCP.
  • Install antivirus software and ensure virus definitions are up to date.
  • Optimizing and maintaining network software and hardware
  • Building and deploying file servers and cloud computing solutions
  • Configuring and deploying VOIP solutions
  • Manage Microsoft Exchange Server
  • Monitors alert systems and take appropriate action as per guidelines.
  • Ability to use various messages in an event log to affect repairs.
  • Receive escalated service requests requiring an enhanced response.
Qualifications & Requirements
  • Having worked in an MSP environment is a PLUS!
  • Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory
  • 2-3 years of experience in a client-facing environment such as sales engineering
  • Kaseya RMM and Autotask PSA Experience a plus
  • Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology
  • Possesses strong organizational and time-management skills
  • Experience writing proposals for and implementation of technical solutions to fulfill business needs
  • Results-oriented, self-motivated, energetic, professional, reliable, and a team player
  • Strong understanding of technology and business productivity systems
  • Experience with RMM (remote monitoring and management) tool a plus
  • Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills
  • Sales training experience is a plus
  • Having worked in an MSP environment is a major plus.
Ideal Qualifications (not required)
  • CompTIA Net+ and/or CompTIA Security+
  • MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)
  • CCNA or CCIE-Cisco certifications a real plus
Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.
Employment Type: Full time Location: Brentwood, TN  

About the Company

K

K2 Staffing

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