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IT Help Desk Support - Level II

K2 Staffing
  • New Braunfels, Texas
    30+ days ago

    Job Description

    Summary

    Our client is a leading IT Solutions Company in the outskirts of San Antonio, TX (New Braunfels or San Marcos, TX) and they are in need of a Help Desk Support Level II.  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.
    • Server administration via Active Directory, File & Print services, DNS, DHCP.
    • Install antivirus software and ensure virus definitions are up to date.
    • Server administration via Active Directory, File & Print services, DNS, DHCP.
    • Network firewall and switch administration and maintenance.
    • 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
    • Telephone solutions
    • 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 MUST! 
    • 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
    • Experience with RMM (remote monitoring and management) tool a plus, such as Connectwise or Kaseya.
    • Having working knowledge of a PSA tool, such as Autotask is 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

    • Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills

    • Sales training experience is a 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.

    Numbers & Facts

    LocationNew Braunfels, Texas

    Skills

    • Anti-Virus Softwareunmatched
    • Business Solutionsunmatched
    • CCIE - Cisco Certified Internetwork Expertunmatched
    • CCNA - Cisco Certified Network Associateunmatched
    • Cloud Computingunmatched
    • Communication Skillsunmatched
    • CompTIA - Computing Technology Industry Associationunmatched
    • CompTIA Security+unmatched
    • Computer Workstationsunmatched
    • Customer Relationsunmatched
    • Customer Support/Serviceunmatched
    • DHCP (Dynamic Host Configuration Protocol)unmatched
    • DNS (Domain Name System)unmatched
    • Diagnostics Solutions/Softwareunmatched
    • Equipment Maintenance/Repairunmatched
    • Establish Prioritiesunmatched
    • File Serverunmatched
    • File and Print Sharingunmatched
    • Firewall Administrationunmatched
    • Help Deskunmatched
    • Information Technology & Information Systemsunmatched
    • Internet Portalunmatched
    • MCITP - Microsoft Certified IT Professionalunmatched
    • MCSA - Microsoft Certified Systems Administratorunmatched
    • MCSE - Microsoft Certified Systems Engineerunmatched
    • Maintenance Servicesunmatched
    • Microsoft Active Directoryunmatched
    • Microsoft Exchange Serverunmatched
    • Microsoft Product Familyunmatched
    • Microsoft Windows Serverunmatched
    • Multitaskingunmatched
    • Network Administration/Managementunmatched
    • Network Softwareunmatched
    • Network Switchingunmatched
    • Network System Hardwareunmatched
    • Organizational Skillsunmatched
    • Presentation/Verbal Skillsunmatched
    • Problem Solving Skillsunmatched
    • Proposal Writingunmatched
    • RMONunmatched
    • Salesunmatched
    • Sales/Support Engineering (SE)unmatched
    • Service Level Agreement (SLA)unmatched
    • Software Administrationunmatched
    • Software Installationunmatched
    • System Operationsunmatched
    • Systems Administration/Managementunmatched
    • Team Playerunmatched
    • Technical Supportunmatched
    • Time Managementunmatched
    • Training/Teachingunmatched
    • Virusesunmatched
    • VoIP (Voice over IP)unmatched
    • Writing Skillsunmatched

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