IT Consultant - Helpdesk & Technology Advisor
ROOK GROUP, LLC
Albuquerque, NM, United States
about 1 month ago
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Role details
Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Compensation
$55,000.0 - $80,000.0
Working hours
Regular working hours
Job source
Tech stack
Microsoft Windows
Active Directory
Apple Mac Systems
Cyber Security
System Configuration
Desktop Computing
Linux
Domain Name System (DNS)
Cryptographic Protocols
Issue Tracking Systems
Virtual Private Networks (VPN)
Network Security
+20 more
Linux Distribution
Microsoft Office
Windows Servers
Networking Basics
Network Connections
Network Administration
Server Administration
Software Systems
TCP/IP
Wi-Fi Technology
Software Troubleshooting
Peripherals
Firewalls (Computer Science)
Computer Equipment
Information Technology
Laptops
Firewall Services Module
Cisco
User Administration
Servicenow
Job description
- Deliver comprehensive technical support to end-users via help desk tickets, phone, email, and on-site visits, ensuring swift resolution of issues related to hardware, software, and network connectivity
- Troubleshoot and resolve software problems across various operating systems including Windows, macOS, and Linux, with proficiency in Microsoft Office applications and enterprise tools.
- Manage computer hardware assets by installing, configuring, updating, and maintaining desktops, laptops, mobile devices, printers, and peripherals
- Support network administration tasks such as configuring VPNs, firewalls, DNS settings, LAN/WAN connectivity, TCP/IP protocols, and Wi-Fi solutions like Meraki
- Assist with server management activities involving Windows Server environments and Microsoft Active Directory for user account management and GPO (Group Policy Object) configurations
- Monitor IT infrastructure health using tools; escalate issues as needed to ensure minimal downtime
- Provide guidance on best practices for computer security including firewall configurations, network security protocols like DNS management
- Collaborate with cross-functional teams to implement new hardware/software solutions while documenting procedures clearly for future reference
- Maintain excellent communication with users by translating technical language into understandable guidance while ensuring customer satisfaction
Requirements
- Proven MSP experience delivering IT support in help desk or desktop support roles with a strong focus on customer service excellence
- Knowledge of troubleshooting software issues across multiple operating systems including Windows (Windows 10/11), macOS, and Linux distributions
- Hands-on experience managing computer hardware components and peripherals; familiarity with mobile device support is a plus
- Strong understanding of computer networking concepts such as LAN/WAN setup, TCP/IP protocols, DNS configuration, VPNs (Virtual Private Networks), firewalls (including Meraki), and network security best practices
- Proficiency in enterprise management tools like Active Directory administration and remote monitoring solutions such as NinjaRMM or ServiceNow
- Knowledge of Microsoft Office Suite used in daily operations; experience with Microsoft Windows Server environments is preferred
- Familiarity with help desk ticketing systems for issue tracking and resolution documentation
- Excellent communication skills to clearly explain technical concepts to non-technical users while maintaining a professional demeanor
- Certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or Cisco CCNA are advantageous but not mandatory
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