IT Help Desk Support - Level II

K2 Staffing - Cranston, RI

Full-time - Mid Level

Cranston, RI

About the position

The IT Help Desk Support - Level II position is designed for an experienced Help Desk Technician to provide technical assistance and support to clients. This role involves resolving escalated service requests, managing multiple projects, and mentoring junior technicians. The position requires flexibility in working hours and travel up to 30% to meet client needs, ensuring high-quality service and support.

Responsibilities

• Provide excellent customer service to clients and partners
• Resolve computer hardware and software problems via telephone or electronically from escalated tickets
• Simulate or recreate user problems to resolve operating difficulties
• Manage multiple clients and projects simultaneously
• Work in a fast-paced environment addressing issues promptly
• Guide users through troubleshooting procedures and develop troubleshooting scripts
• Provide remote assistance to end-users in the use of existing and new technologies, hardware, and software
• Setup desktop and laptop computers
• Perform upgrades to hardware and software
• Identify and escalate IT security policy violations
• Recommend system modifications or hardware and software improvements
• Track client issues and resolutions to assure satisfaction and closure
• Contribute to company knowledge base and keep documentation up to date
• Perform other duties as assigned
• Complete a minimum of 30 days training as a First Response Technician (FRT)

Requirements

• Ability to travel as required (~30%)
• Must be able to work flexible days/hours with some on-call duty
• Experience with networking equipment including HP, Cisco, SonicWALL, Ruckus
• Experience with Microsoft Server 2008+ deployment, migration, and management
• Experience with all Windows Desktop OS
• Experience with Hosted Exchange
• Experience with Microsoft productivity applications
• Minimum of 2 to 5 years of experience in IT or related field
• Background in Information Technology, Computer Science, Engineering, or equivalent experience and/or certifications

Nice-to-haves

• Experience with virtualization technologies VMWare and Hyper-V
• Previous job experience with project and vendor management
• PCI experience
• Familiarity with SonicWALL firewalls, Dell/HP/Cisco managed switches
• Advanced certifications such as VMware Certified Professional (VCP), Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA)

Benefits

• Full-time employment
• Training and development opportunities