Helpdesk Support Engineer

arielMIS is looking for a Helpdesk technician with extensive Helpdesk support experience. Someone who enjoys supporting clients remotely and on site and has excellent communication skills (oral and written) as well as the technical skills to support Windows, Mac OS, iOS, Android Devices as well as Windows Servers, Office 365 and a variety of other Cloud (and onpremise) applications. The ideal candidate will be able to support client environments of varying complexity. This position includes a rotating on-call schedule.

A balance of life, work and family is very important to us and we recommend a commute time to our office of 20-30 minutes or less. If you are further than that, please consider the impact of your commute before applying.

Tier 1 duties Include

• Provide support, monitoring, maintenance and patch management to clients using ConnectWise products (Asio RMM, Manage PSA, ScreenConnect).
• Work on-site in challenging customer environments.
• Log and track tickets, resolutions, time, configurations and client information with ConnectWise Manage.
• Document resolutions and develop documentation for common problems and tasks.
• Maintain schedule and ensure tickets are assigned and escalated appropriately.
• Support Microsoft Server O/S environments
• Support Microsoft 365 environments including Email, SharePoint, OneDrive, Entra and configuration policies.
• Support to clients with systems in a data center environment.
• Support a variety of applications including Microsoft Office, Google Workspace, QuickBooks and a variety of Line of Business software.
• Provide installation, configuration and support of computers, printers, monitors, docking stations and other end-user devices.
• Support Remote Access via VPN, Remote Desktop and Windows RDP Server.
• Provide support for VoIP phone technologies.
• Maintain and manage SLA's based on client agreements.

Do you have experience in iOS?, * #1 - Friendly presence and helpful attitude; good interpersonal skills with outstanding problem solving and customer support skills. Ability to know when to make a call rather than send an email.

• Manage time in a fast-paced and sometimes stressful environment.
• Knowledge of Microsoft 365 and Microsoft applications, Google Workspace, Cloud-based services,
• Familiar with Dell/HP/Lenovo Computers
• Ability to troubleshoot High Speed Internet connections (Fiber, Coax, Wireless)
• Ability to manage backup tools (Axcient, VeeaM or comparable).
• Thorough understanding of networks, network cabling, WiFi, firewalls, routers, DNS and AD.
• Ability to configure and support mobile devices including iOS and Android.
• Associates or Bachelors level studies in a technology related degree path helpful.
• Industry standard certifications such as Network+, Security+ and Microsoft Certifications. 3+ years' experience in a client support environment a plus.

Pulled from the full job description

• Professional development assistance
• Health insurance
• Retirement plan
• Paid time off
• Health savings account