Job Description
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 partners
- Provides technical assistance to clients to resolve computer hardware and software problems via telephone or electronically from escalated tickets
- Simulates or recreates user problems to resolve operating difficulties
- Ability to manage multiple clients and projects simultaneously
- Ability to work in a fast-paced environment addressing issues promptly
- Provides support to clients in problem resolution, guides users through troubleshooting procedures, and develops troubleshooting scripts
- Provide remote assistance to end-users in the use of existing and new technologies, hardware, and software
- Setup of desktop and laptop computers
- Performs upgrades to hardware & software
- Understanding of IT security, with the ability to identify and escalate policy violations
- Recommends system modifications or hardware and software improvements to reduce or eliminate user problems
- Tracks client issues and resolutions to assure satisfaction and closure
- Contribute to company knowledge base and continually work to keep documentation up to date
- Performs other duties as assigned
- All 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, O365
- Required:
- Ability to travel as required (~30%)
- Must be able to work flexible days/hours - some on-call duty
- Experience with the following manufactures networking equipment, including HP, Cisco, SonicWALL, Ruckus,
- Experience with Microsoft Server 2008+ deployment, migration, and management
- Desired:
- Experience with virtualization technologies VMWare and Hyper-V
- Previous job experience with project and vendor management
- PCI experience
- Required Technical Experience:
- Experience with all Windows Desktop OS
- Experience with Hosted Exchange
- Experience with Microsoft productivity applications
- Desired Technical Experience:
- Experience with Microsoft Server 2008+
- Familiarity with SonicWALL firewalls, Dell/HP/Cisco, managed switches
- Required Education:
- Minimum of 2 to 5 years of experience
- Background in Information Technology, Computer Science, Engineering, or Science or equivalent experience and/or certifications
- Advanced certifications (desired)
- VMware Certified Professional(VCP)
- Microsoft Certified Systems Administrator (MCSA)
- Microsoft Certified Systems Engineer (MCSE)
- Cisco Certified Network Associate (CCNA)
Job Tags
Remote work, Flexible hours,