IT Help Desk Support - Level II

$58,000 - $70,000/Yr

K2 Staffing - Springdale, AR

Full-time - Mid Level

Remote - Springdale, AR

About the position

The IT Help Desk Support - Level II position at K2 Staffing, LLC involves providing technical support to end users, ensuring system operation and functionality. The role requires responding to support requests, managing service desk tickets, and maintaining user satisfaction through effective resolution of issues. The technician will also handle server administration, network maintenance, and provisioning for new hires, among other responsibilities.

Responsibilities

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Install antivirus software and ensure virus definitions are up to date.
• Network firewall and switch administration and maintenance.
• Optimizing and maintaining network software and hardware.
• Building and deploying file servers and cloud computing solutions.
• Configuring and deploying VOIP solutions.
• Manage Microsoft Exchange Server.
• Monitors alert systems and take appropriate action as per guidelines.
• Receive escalated service requests requiring an enhanced response.

Requirements

• Minimum of 3 years 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.
• Experience with RMM (remote monitoring and management) tool a plus, such as Connectwise, Kaseya, or Ninja.
• Having working knowledge of a PSA tool, such as Autotask or Halo is a plus.
• Experience working with Microtik routers.
• Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology.
• Possesses 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.
• Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills.

Nice-to-haves

• Sales training experience is a plus.
• CompTIA Net+ and/or CompTIA Security+ certifications.
• 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.

Benefits

• Challenging work
• Career opportunities
• Pleasant work environment
• Ongoing training