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Technical Support Specialist

2 months ago

Middleton, United States K2 Staffing Full time
Job DescriptionOverview
A prominent IT Solutions Provider is seeking a Help Desk Support Level II Technician to provide onsite assistance for one of their esteemed clients. The primary role of the IT Technician is to ensure the smooth operation of systems, enabling end users to perform their business functions effectively. The IT Technician will be responsible for addressing support requests promptly, serving as the first point of contact for all IT-related inquiries, and ensuring user satisfaction, along with various technical responsibilities.

Key Responsibilities
  • Assist with incoming service desk requests via phone, web portal, and email to ensure prompt, courteous, and effective resolution of user issues.
  • Set up and configure systems for new employees.
  • Prioritize service requests and incidents based on established processes to meet service level agreements.
  • Utilize remote diagnostic tools to facilitate the resolution of support issues.
  • Administer servers through Active Directory, File & Print services, DNS, and DHCP.
  • Install and maintain antivirus software, ensuring up-to-date virus definitions.
  • Oversee network firewall and switch administration and maintenance.
  • Optimize and maintain both network software and hardware.
  • Build and deploy file servers and cloud solutions.
  • Configure and implement VOIP systems.
  • Manage Microsoft Exchange Server operations.
  • Monitor alert systems and respond according to established protocols.
  • Handle escalated service requests requiring advanced response.
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 at a business level to understand their technical issues.
  • Excellent organizational and time-management abilities.
  • Experience in drafting proposals and implementing technical solutions to meet business requirements.
  • Self-motivated, results-oriented, and a reliable 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 and customer service orientation.
  • Experience in a Managed Service Provider (MSP) environment is highly desirable.
Preferred Qualifications
  • Certifications such as CompTIA Net+, CompTIA Security+, CompTIA Server+, CompTIA Network+, HDI Support Center Analyst, MTA, MCDST, CCENT, or Microsoft Office Specialist.
Employment Type: Full time