IT Help Desk Support - Level II

K2 Staffing - Harrison, NY

Full-time

Remote - Harrison, NY

About the position

The IT Help Desk Support Level II position is designed for a technician who will ensure the operational functionality of IT systems, enabling end users to perform their business tasks effectively. The role 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, 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.
• Perform server administration via Active Directory, File & Print services, DNS, and DHCP.
• Install antivirus software and ensure virus definitions are up to date.
• Administer and maintain network firewalls and switches.
• 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 telephone solutions.
• Monitor alert systems and take appropriate action as per guidelines.
• Utilize event logs to affect repairs.
• Receive escalated service requests requiring an enhanced response.

Requirements

• Minimum of 4 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.
• Excellent verbal and written communication skills, comfortable working with clients at a business level.
• 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 with extraordinary customer service skills.

Nice-to-haves

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

Benefits

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