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Technical Support Specialist

2 months ago

Middleton, United States K2 Staffing Full time
Job DescriptionPosition Overview
A prominent IT Solutions Provider is seeking a Level II Help Desk Technician to support their clients effectively. The primary role of the IT Technician is to ensure seamless system operations, enabling end users to perform their business functions efficiently. The IT Technician will be responsible for addressing support inquiries promptly, serving as the first point of contact for all IT-related tickets, and ensuring user satisfaction, among other technical responsibilities.

Key Responsibilities
  • Respond to incoming service desk requests via phone, web portal, and email, ensuring courteous and effective resolution of user issues.
  • Set up and configure systems for new employees.
  • Prioritize incidents and service requests based on established processes to meet service level agreements (SLAs).
  • Utilize remote tools and diagnostic utilities to assist in resolving support requests.
  • Administer servers through Active Directory, File & Print services, DNS, and DHCP.
  • Install and maintain antivirus software, ensuring virus definitions are current.
  • Oversee network firewall and switch administration and maintenance.
  • Optimize and maintain network hardware and software.
  • Build and deploy file servers and cloud solutions.
  • Configure and implement VOIP solutions.
  • Manage Microsoft Exchange Server and telephone solutions.
  • Monitor alert systems and take necessary actions as per guidelines.
  • Utilize event logs to facilitate repairs.
  • Handle escalated service requests requiring advanced responses.
Qualifications
  • At least 4 years of hands-on experience in configuring, troubleshooting, and repairing networking equipment, Windows servers, workstations, Exchange server, and Active Directory.
  • 2-3 years of experience in a client-facing role, such as sales engineering.
  • Strong verbal and written communication skills, with the ability to engage with clients to understand their technology-related issues.
  • Excellent organizational and time-management abilities.
  • Experience in drafting proposals and implementing technical solutions to meet business needs.
  • Results-driven, self-motivated, energetic, professional, reliable, and a collaborative team player.
  • Solid understanding of technology and business productivity systems.
  • Familiarity with RMM (remote monitoring and management) tools is a plus.
  • Exceptional problem-solving skills, outstanding customer service abilities, and strong multitasking and organizational skills.
  • Sales training experience is advantageous.
  • Experience in a Managed Service Provider (MSP) environment is highly desirable.
Preferred Qualifications (not mandatory)
  • CompTIA Net+ and/or CompTIA Security+
  • CompTIA Server+
  • CompTIA Network+
  • HDI Support Center Analyst
  • MTA
  • MCDST
  • CCENT
  • Microsoft Office Specialist
Our client provides a dynamic work environment, opportunities for career advancement, and ongoing training.Employment Type: Full time