Helpdesk Support Level II

K2 Staffing - Brentwood, TN

Full-time

Remote - Brentwood, TN

About the position

The Help Desk Support Level II Technician plays a crucial role in ensuring the operational functionality of IT systems, enabling end users to perform their business tasks effectively. This position involves responding to support requests promptly, serving as the primary contact for IT-related issues, and ensuring user satisfaction through technical support and system management.

Responsibilities

• Provide support for incoming requests to the service desk via telephone, web portal, and email to ensure courteous and effective resolution of end-user issues.
• Provision and set up systems for new hires.
• Prioritize incidents and service requests according to defined processes to meet SLAs.
• Utilize remote tools and diagnostic utilities to resolve support requests.
• Perform VPN infrastructure design and administration.
• Monitor and manage Microsoft Windows operating systems (7/8/10) and servers (2003/2008/2012).
• Work on WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
• Administer servers via Active Directory, File & Print services, DNS, and DHCP.
• Install and maintain antivirus software and ensure virus definitions are current.
• 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 and monitor alert systems for appropriate action.
• Handle escalated service requests requiring enhanced responses.

Requirements

• Minimum of 4 years hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers, and workstations.
• 2-3 years of experience in a client-facing environment such as sales engineering.
• Excellent verbal and written communication skills, comfortable working with clients to understand their issues.
• Strong organizational and time-management skills.
• Experience writing proposals for technical solutions to fulfill business needs.
• Results-oriented, self-motivated, and a team player with strong understanding of technology and business productivity systems.
• Ability to problem solve at a high level with extraordinary customer service skills.

Nice-to-haves

• Experience in an MSP environment.
• Kaseya RMM and Autotask PSA experience.
• Sales training experience.
• CompTIA Net+ and/or CompTIA Security+ certifications.
• MCSA or MCSE certifications.
• CCNA or CCIE-Cisco certifications.

Benefits

• Challenging work and career opportunities.
• Pleasant work environment.
• Ongoing training.