Helpdesk Support Specialist

2 weeks ago


Brentwood, Tennessee, United States K2 Staffing, LLC Full time
Job Description

Our client, a leading IT Solutions Company in the Nashville area, is seeking a Help Desk Support Level II+ Technician to join their team. As an IT Technician, you will be responsible for ensuring system operation and functionality, responding to support requests in a timely manner, and ensuring the satisfaction of end-users.

Duties & Responsibilities
  • Provide support to end-users via telephone, web portal, and email to ensure courteous, timely, and effective resolution of issues.
  • Provisioning and system setup for new hires.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Use remote tools and diagnostic utilities to aid in resolving support requests.
  • Perform VPN infrastructure design and administration.
  • Monitor and manage Microsoft Windows 7/8/10 Operating Systems.
  • Monitor and manage Microsoft Windows Server 2003/2008/2012; Small Business Server 2003/2008/2012; Exchange Server 2003/2007/2010.
  • Work on WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
  • Server administration via Active Directory, File & Print services, DNS, DHCP.
  • Install antivirus software and ensure virus definitions are up to date.
  • Optimizing and maintaining network software and hardware.
  • Building and deploying file servers and cloud computing solutions.
  • Configuring and deploying VOIP solutions.
  • Manage Microsoft Exchange Server.
  • Monitors alert systems and take appropriate action as per guidelines.
  • Ability to use various messages in an event log to affect repairs.
  • Receive escalated service requests requiring an enhanced response.
Qualifications & Requirements
  • Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory.
  • 2-3 years of experience in a client-facing environment such as sales engineering.
  • Kaseya RMM and Autotask PSA Experience a plus.
  • Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology.
  • Possesses strong organizational and time-management skills.
  • Experience writing proposals for and implementation of technical solutions to fulfill business needs.
  • Results-oriented, self-motivated, energetic, professional, reliable, and a team player.
  • Strong understanding of technology and business productivity systems.
  • Experience with RMM (remote monitoring and management) tool a plus.
  • Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills.
  • Sales training experience is a plus.
Ideal Qualifications (not required)
  • CompTIA Net+ and/or CompTIA Security+.
  • MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert).
  • CCNA or CCIE-Cisco certifications a real plus.

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