Level 1 Helpdesk

SUMMARY

Technician II should be able to prioritize technical issues,

manage assigned tasks, and document time spent and resolutions while

demonstrating patience to describe causes and solutions to end users. Ideal

candidates should be very organized and able to switch and resume tasks as

required. In addition, the candidate should have good verbal and written

communication capabilities and the ability to thrive in an expanding team

environment.

Provides support to end users for computer, application,

system, device, access, and hardware issues. Identifies, researches, and

resolves technical problems of moderate complexity. Responds to telephone,

email, and online requests for technical support. Documents, tracks, and

monitors the problem using applicable systems and tools. May coordinate with

other teams or departments to resolve user problems. Typically reports to

Supervisor or Manager.

JOB

RESPONSIBILITIES

• 3+ years of helpdesk/field-onsite technical support

  experience providing a complete network to end-point support services to small

  and medium-sized businesses

• Experience with all Microsoft technologies, including client

  operating systems, server operating systems, Exchange, Terminal Services and

  Small Business Server, Office 365, One Drive, and SharePoint

• Experience with Active Directory and new user creation
• Ability to install, upgrade and troubleshoot Windows 7 and

  Windows 10 operating systems in domain and workgroup environments, including

  user/PC migrations, applications, and hardware replacement/troubleshooting:

  highly experienced with Linux Operating Systems (Debian, Ubuntu, FreeBSD,

  CentOS, etc.)

• Experience with wired/wireless networks and basic networking

  protocols, including DNS, DHCP, VPNs, WAN/LAN TCP/IP

• Experience with Telephony VoIP technologies (FreeSWITCH,

  Yealink, Grandstream, Fanvil). Must know how to troubleshoot these technologies

  using industry toolsets (Wireshark, PCap, etc.)

• Experience with ISP circuits, firewalls (Fortinet, Ubiquiti,

  pfSense)

• Experience with security software for virus protection,

  spyware, malware, and spam

• Experience supporting mobile devices
• Experience with IT support delivery through remote support

  tools

• Ability to come up to speed on new technologies quickly
• Dispatcher and Helpdesk Escalation resource

QUALIFICATIONS

• Desktop

  Support: 3+ years (Required)

• Windows

  Server support: 3+ years (Preferred)

• MSP

  (Managed Services Provider) Experience: 2+ years (Preferred)

• Technical

  support in a production IT environment(s), preferably in multi-site

  environments: 2+ years (Preferred)

• Mac,

  Kaseya, ConnectWise, Fortinet, pfSense, Unifi, FreeSWITCH experience a plus

CORE

COMPETENCIES AND SKILLS:

• Customer

  Service

• Telephone

  Skills/Etiquette

• Office 365
• Computer

  Troubleshooting

• End-User

  Training

• Help Desk /

  Desktop Support

• Issue

  Resolution

• Mobile

  Device Support

• Password

  Resets

• Technical

  Troubleshooting

• User Guides
• General

  Office Software

• IT Help

  Desk Software - ConnectWise

• Operating

  System

CUSTOMER

SERVICE REQUIREMENTS:

• A strong

  client service focus and the ability to manage customer expectations

• Excellent

  verbal/written communication, people, and presentation skills

• Projects a

  professional and customer-service-oriented attitude

• Ability to

  assess technology needs/requirements and develop solutions to meet them

• Can handle

  pressure and client demands effectively

JOB

REQUIREMENTS

• Should be

  willing to accept a long-term work-from-home arrangement.

• Should be

  amenable to a permanent night shift schedule.