IT Service Desk Technician - Level 2

We’re currently seeking an experienced IT Service Desk Technician - Level 2. The Level 2 is responsible for providing technical support and maintenance of computer desktops, servers, and associated peripherals for both cloud-hosted and on-premises systems. Resolve customer reported problems, install hardware and software, and provide general IT support services for Client reported problems. Additional tasks include end user support, license tracking, and performing PC and Server maintenance, upgrades and configurations (hardware and software). Monitor customer networks, perform general maintenance activities, and escalation of network critical alarms to Level 3 Systems Engineers. Must be able to work in a highly dynamic environment, either individually or as part of a team. Responsible for phone support of network-based activities, installation and resolution of client related problems remotely.

General Duties

• Provide helpdesk support and resolve problems with a positive customer experience
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
• Following established change control oversight, modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.
• Record all support activities, progress, actions, and status tasks within the ConnectWise ticketing system. Provide clear and detailed closure comments for customer review.
• Assist with the onboarding (new agreement engagement) of new users
• Install, test and configure new workstations, peripheral equipment and software (internal prestaging and onsite)
• Assign users and computers to proper groups in Microsoft Windows Active Directory environment
• Perform timely workstation hardware and software upgrades as required
• Participate in the after-hours “on-call” rotation schedule.
• Document “unique to customer” or “systemic problem” resolution activities for future staff reference.
• Perform technical review or evaluations of new or existing products or software as assigned.
• Engage in Microsoft Windows Server, Exchange, and SQL installation, support, and troubleshooting
• Mentor Level 1 staff regarding core technology skills required for CIO managed customer networks.
• Customer data backup services, response, troubleshooting, and validation of data.

Skills

• Familiarity with Virtual server environments (IE Citrix/VMWare/Hyper-V)
• Network Switching, VLAN configurations, Layer 2/3
• Strong skill with networking and server protocols such as TCP/IP, SNMP, DNS
• Microsoft Windows professional version desktop operating systems (most current 3 versions)
• Windows Server Active Directory user support
• Network Printer/Scanner setup and support
• Microsoft Server based systems (Windows, Exchange, SQL), migration, version upgrades, and domain migrations.
• Firewall functionality, UTM setup/configuration, Tunnel setup, alerting and reporting activities.
• Storage Systems (SAN, NAS, ISCSI) based platforms. .

Performance Goals

• Meet or exceed individual service delivery SLA (Service Level Attainment) requirements by month and annual statistical goals for service ticket response and resolution targets.
• Meet or exceed individual service delivery customer survey response rates and ratings by month and annual statistical goals.
• Meet or exceed “on-call” escalation SLA within target response times, escalation, ticket creation, and time recording.
• Maintain accurate daily time-sheet start/end time entries and submit time sheet by the weekly deadline

Education Requirements

• 4 years of IT support experience within a MSP (Managed Services Environment)
• 2 year (AS) degree in Computer Technology, similar degree or experience
• CompTIP A+, Network +, Security Plus, similar certification or experience
• Microsoft, Cisco, VMWare (or other key vendor/manufacturer specific technical certifications or experience)

Benefits

• Hybrid work environment
• PTO Package, including 15 days off in Year 1
• IRA Package with 100% match
• Frequent company events, lunches and other perks
• Business casual attire
• Referral Bonuses
• Complete Insurance package (includes health, dental, vision, life, and ancillary coverage options)
• Community Volunteering Program with PTO Comp
• Compensation: $40-55k depending on qualifications