Help Desk Technician Level 2

• Provide technical assistance with computer hardware and software
• Provide escalation support to Level 1 technicians
• Resolve issues for clients via phone, in person, or electronically
• Recommend hardware and software improvements to end users
• Track customer issues and resolutions using helpdesk ticketing system
• Work with Systems Administrator and/or Helpdesk Coordinator to facilitate specific project-related roles and objectives
• Assist with revising and maintaining existing documentation as necessary
• Perform other related duties as deemed necessary by UplinkIT management

Do you have a valid Driver’s License license?, Do you have experience in Writing skills?, While we are looking for candidates with a certain threshold of technical experience, our most significant deciding factor in finding any new employee at UplinkIT is someone who portrays an attitude and temperament that works well with the rest of our team. UplinkIT believes that anyone can be taught a skill, such as IT management, but the right mindset is a talent that cannot be learned. The person who’d be a good fit at UplinkIT is someone who’s:

• Optimistic
• Open-minded
• Agreeable
• Helpful
• Compassionate
• Level-headed
• Upbeat
• Driven

The ideal candidate must have an intermediate knowledge of how to implement, manage, and maintain applications and systems, including, but not limited to:

• Hardware - Desktops, laptops, printers, UPSs, PDUs, virtual environments, enterprise wireless, wired networking, data rack design, Ethernet patch panels, and other similar hardware and related vendors.
• Networking - TCP/IP networking, DHCP, DNS, IPSEC/L2TP VPN, SSL VPN, and various other networking applications and protocols.
• Systems - Windows desktop/server operating systems, NAS and SAN storage arrays, Android mobile operating system, endpoint protection (EDR, XDR, MDR services), Microsoft Active Directory and group policy management, Microsoft 365 and the Microsoft Office suite, Google Workspace, systems imaging, remote access applications, printer management, backups and disaster recovery, and other similar industry-specific line-of-business applications.

The ideal candidate should have working knowledge of how to implement, manage, and maintain applications and systems, including, but not limited to:

• Hardware - Servers, firewalls, switches, network controllers, (multi)point to point fixed wireless, security cameras, structured cabling, fiber LIU, and various other similar hardware and related vendors.
• Networking - Routing, VLANs, NAT, packet captures, firewall policies, ACLs, traffic shaping, QoS, content filtering, and various other similar networking applications and protocols.
• Systems - VMware, Hyper-V, vSAN, Hyperconverged Infrastructure, Powershell, API calls, Apple MacOS/iOS/iPadOS operating systems, RMM/PSA/CRM software, access control, video surveillance, telephony (analog, PRI, and SIP), web development, and other similar industry-specific line-of-business applications., * 1 to 2 years of customer technical support experience
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• Possess intermediate knowledge of computer hardware and software, mobile devices, and printers.
• Possess working knowledge of networking, network security, and Windows Server systems administration.
• Be customer-service oriented and a team player
• Ability to think outside the box
• Have a strong ability to work both independently and with a team to achieve goals.
• Ability to work in a fast-paced multi-tasking environment
• Communicate effectively, both orally and in writing.
• Maintain the highest professional, confidential, and ethical standards
• Ability to acquaint oneself with new technologies using vendor-provided documentation as well as one’s own research and intuition
• Ability to articulate technical information in a way that is easily understood by non-technical individuals
• Ability to work after normal business hours, as required
• Valid driver’s license and vehicle
• Must pass a U.S. Federal background check
• Previous experience working at an MSP preferred

Pulled from the full job description

• Referral program
• Professional development assistance
• Pet insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off, * Life insurance
• Disability insurance
• Dental insurance
• Health insurance
• Vision insurance
• Pet insurance
• Simple IRA
• Simple IRA matching
• Professional development assistance
• Employee assistance program
• Referral program
• Paid vacation and personal days

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance