IT Help Desk Support
3 days ago
Summary
Our client is a top notch and very well-established IT Solutions / MSP located in the Cranston, RI area and they are seeking to find an experienced Help Desk Technician. Some responsibilities are resolving escalated service request tickets, project tasks, and deployment upgrades. This position requires traveling up to 30% of the time and/or on-call/flexible hours to support our clients. This individual will work with other employees as a mentor and trainer to help develop additional skilled technicians. They pride themselves on the service and support they bring to each client in a timely manner.
Duties & Responsibilities
Provide excellent customer service to our clients and partnersProvides technical assistance to clients to resolve computer hardware and software problems via telephone or electronically from escalated ticketsSimulates or recreates user problems to resolve operating difficultiesAbility to manage multiple clients and projects simultaneouslyAbility to work in a fast-paced environment addressing issues promptlyProvides support to clients in problem resolution, guides users through troubleshooting procedures, and develops troubleshooting scriptsProvide remote assistance to end-users in the use of existing and new technologies, hardware, and softwareSetup of desktop and laptop computersPerforms upgrades to hardware & softwareUnderstanding of IT security, with the ability to identify and escalate policy violationsRecommends system modifications or hardware and software improvements to reduce or eliminate user problemsTracks client issues and resolutions to assure satisfaction and closureContribute to company knowledge base and continually work to keep documentation up to datePerforms other duties as assignedAll new hires will spend a minimum of 30 days training as a First Responses Technician (FRT). Our FRT team is our front-line contact for our clients who need support.Qualifications & Requirements
Microsoft CSP, AZURE, O365Required:Ability to travel as required (~30%)Must be able to work flexible days/hours – some on-call dutyExperience with the following manufactures networking equipment, including HP, Cisco, SonicWALL, Ruckus,Experience with Microsoft Server 2008+ deployment, migration, and managementDesired:Experience with virtualization technologies VMWare and Hyper-VPrevious job experience with project and vendor managementPCI experienceRequired Technical Experience:Experience with all Windows Desktop OSExperience with Hosted ExchangeExperience with Microsoft productivity applicationsDesired Technical Experience:
Experience with Microsoft Server 2008+Familiarity with SonicWALL firewalls, Dell/HP/Cisco, managed switchesRequired Education:
Minimum of 2 to 5 years of experienceBackground in Information Technology, Computer Science, Engineering, or Science or equivalent experience and/or certificationsAdvanced certifications (desired)VMware Certified Professional(VCP)Microsoft Certified Systems Administrator (MCSA)Microsoft Certified Systems Engineer (MCSE)Cisco Certified Network Associate (CCNA)Employment Type: Full time
Location: Cranston, RI
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