Helpdesk Support Specialist

5 days ago


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

We are seeking a highly skilled Help Desk Support Level II+ Technician to join our team at a leading IT Solutions Company in the Nashville area. As a Help Desk Support Specialist, you will be responsible for ensuring system operation and functionality, responding to support requests in a timely manner, and providing excellent customer service.

Key Responsibilities
  • Provide technical support to end-users via phone, email, and web portal, ensuring courteous and effective resolution of issues.
  • Provision and set up new hires' systems, ensuring a smooth onboarding process.
  • Prioritize incidents and service requests according to defined processes, meeting defined SLAs.
  • Use remote tools and diagnostic utilities to aid in resolving support requests.
  • Design and administer VPN infrastructure, including PTP, client-based, encrypted, and IPsec.
  • Monitor and manage Microsoft Windows 7/8/10 Operating Systems, as well as Microsoft Windows Server 2003/2008/2012, Small Business Server 2003/2008/2012, and Exchange Server 2003/2007/2010.
  • Work on WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
  • Administer servers via Active Directory, File & Print services, DNS, DHCP.
  • Install antivirus software and ensure virus definitions are up to date.
  • Optimize and maintain network software and hardware.
  • Build and deploy file servers and cloud computing solutions.
  • Configure and deploy VOIP solutions.
  • Manage Microsoft Exchange Server.
  • Monitor alert systems and take appropriate action according to guidelines.
  • Use various messages in an event log to affect repairs.
  • Receive escalated service requests requiring an enhanced response.
Qualifications and Requirements
  • Minimum of 4 years of 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 is a plus.
  • Excellent verbal and written communication skills, with the ability to work with clients at a business level to understand their current and historic issues regarding their business and technology.
  • 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 is a plus.
  • Ability to problem solve at a high level, with extraordinary customer service skills, strong multi-tasking, and organizational skills.
  • Sales training experience is a plus.
  • Having worked in an MSP environment is a major plus.
Ideal Qualifications
  • 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 are a real plus.

We offer a challenging work environment, career opportunities, a pleasant work environment, and ongoing training.



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