IT Help Desk Technician

The Help Desk Tech is responsible for providing remote IT support for our growing number of accounts. This is an in-house position that will require occasional travel to customer sites but will primarily work to resolve issues remotely from our office. This is a full time hourly position that may require occasional after hours and weekend work from time to time which will result in overtime pay., * Daily administration in the ticket management system

• Following companies ticket procedures, resolve client tickets from beginning to completion as assigned
• Provide detailed problem-solving processes to all tickets prior to closing
• Identify client needs and prioritize accordingly
• Communicate with customer throughout ticket lifecycle and initiate follow up with customer if problem has not been resolved next business day or until customer satisfaction
• On-site client visits when necessary for routine maintenance or for problem resolution
• Provide customer with outstanding customer care and service at all times
• Excellent communication skills both verbal and written
• Participate on special projects as needed and defined, meeting all timelines
• Additional or different functions may be assigned from time to time

Do you have experience in Windows?, * Expert knowledge working with PC as well as Mac

• Working knowledge of Active Directory, Group Policy, DNS, DHCP and Windows Backup Services
• Ability to troubleshoot problems to identify a solution
• Working knowledge and concepts of enterprise networking to include VPN, routing, switching, and wireless technologies
• Ability to manage exchange and office 365 environments
• Experience setting up backups and restoring data
• Ability to troubleshoot and resolve routine issues: virus removals, network printer installations, etc.
• Willing to travel locally up to 30%, depending on workload
• Able to adapt to multiple environments
• Proven ability to function in a self-directed environment
• Ability to lift up to 50 pounds
• Strong technical, troubleshooting and analytical skills
• Professional communications, oral and written
• Ability to provide over the top customer service

ADDITIONAL CONSIDERATION WILL BE GIVEN FOR THE FOLLOWING SKILLS/EXPERIENCE

• Certifications from Microsoft, Cisco, CompTIA, etc.
• Ability to deploy, manage and support next generation firewalls (Cisco, Fortinet, Meraki, etc.)
• Ability to deploy, manage and support Switching (Cisco, HP, Fortinet)
• Ability to deploy, manage and support Servers (Dell PowerEdge R/T and HP Proliant DL/ML)
• VOIP Phone systems (Allworx, Avaya, etc.)
• Experience installing low voltage cabling, terminating cables (Cat5e, Cat6, etc.)
• Previous experience using Connectwise, Kasaya, Autotask or other PSA tools
• Graphic design, website design, SEO or PPC experience
• VEEAM, Datto, Shadow Protect Backup software, * Help desk: 1 year (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance