Technical Support Specialist

1 week ago

Middleton, United States K2 Staffing Full time
Job DescriptionPosition Overview
A prominent IT Solutions Provider is seeking a Help Desk Support Level II Technician to deliver exceptional support services. The primary responsibility of the IT Technician is to maintain system performance and ensure that end users can effectively complete their tasks. The IT Technician will address support inquiries promptly, serve as the first point of contact for all IT-related tickets, and guarantee user satisfaction, among other technical responsibilities.

Key Responsibilities
  • Assist with incoming service requests through various channels to ensure courteous, timely, and effective resolution of user issues.
  • Manage system setup and provisioning for new employees.
  • Prioritize incidents and service requests in accordance with established processes to meet defined service level agreements (SLAs).
  • Utilize remote tools and diagnostic utilities to facilitate the resolution of support requests.
  • Administer servers using Active Directory, File & Print services, DNS, and DHCP.
  • Install and maintain antivirus software, ensuring that 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 computing solutions.
  • Configure and implement VOIP solutions.
  • Manage Microsoft Exchange Server and telephone solutions.
  • Monitor alert systems and take appropriate actions as per established guidelines.
  • Analyze 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.
  • Excellent verbal and written communication skills, with the ability to engage with clients at a business level to understand their technology-related issues.
  • Strong organizational and time-management abilities.
  • Experience in drafting proposals and implementing technical solutions to meet business needs.
  • Results-driven, self-motivated, professional, reliable, and a collaborative team player.
  • Comprehensive 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
Employment Type: Full-time

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