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Help Desk Technician II

2 months ago

Tucson, United States Fruth Group Full time

Helpdesk Tech II 

 

About Us 

Fruth Group is a leading provider of technology and imaging solutions in the Southwest. Our services and equipment include (but are not limited to) Cybersecurity Compliance, Network Services, Cloud Services, Workstation support, Servers, Multi-Function Copiers, Managed Print Services, Document Management, Wide-Format Printers and Production Print. With decades of experience and strong partnerships with leading manufacturers, we help organizations optimize their technology infrastructure and streamline their workflows. 

 

Role Description 

A Helpdesk Tech II is responsible for providing clients with remote and on-site IT support. The Helpdesk Tech II role backs up the Technicians and the rest of their team and management by performing secondary triage, diagnosis, and troubleshooting of tickets that originate via email, phone, and/or other mediums. A Helpdesk Tech II is responsible for taking escalations from Technicians in instances where they are unable to resolve an issue. achieved, in addition to proper documentation and effective knowledge transfer always taking place. 

 

Duties & Responsibilities 

• Escalation point for other technical staff 

• Respond to incoming Help Desk emails, calls, voicemails, portal submissions, and live chats from clients and internal staff experiencing technical issues 

• Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems and their resolutions (i.e. software, hardware, & client specific applications, etc.) 

• Diagnosis and triage of desktop, server, and network systems / hardware 

• Thorough knowledge of PSA and RMM tools for ticket tracking and automation 

• Meticulous time entry and calendar management in ticket tracking system 

• Communicating technical ideas to individuals and/or small groups of non-technical people 

• On-site visits to client sites: regularly – frequently 

• Other duties as assigned 

 

Qualifications & Requirements 

• Minimum 2 or more years of experience in a similar role 

• Great customer service skills 

• Intermediate to advanced level troubleshooting abilities with several technologies 

• Professional appearance and behavior. 

• Windows Desktop and Server Operating Systems 

• Microsoft Exchange, Office 365, and/or other email solutions 

• Basic to Advanced maintenance and management of Active Directory domains 

• Basic network design including firewalling and routing (Enterprise Routers / L3 switches) 

• Leveraging group policy for automation and standardization 

• Enterprise Backup and Disaster Recovery Solutions 

• Basic exposure to enterprise grade Wi-Fi auditing, configuration, and deployment 

• Certifications in any of the listed technologies: 

– CompTIA A+, Net+, Sec+ Certification(s) 

 

Skills / experience with the following technologies are preferred: 

• PowerShell 2 and 3, Bash or similar 

• Apple Products / Macintosh Operating Systems within a business / enterprise environment 

• Virtualization technologies (Hyper-V, VMware) 

• Enterprise Mobile device management / mobile app administration 

• Familiarity with various compliancy / regulatory laws (i.e. HIPAA, PCI, etc.) 

• Certifications in any of the listed technologies: 

– Microsoft Certification(s) (MCP, MSCE, etc.)