Senior Help Desk Technician (1250)
Single Digits, United States

• Installation, configuration, upgrade, maintenance and support of Server, desktop and printer systems based on customer service requests.
• Configuring and troubleshooting M365 including Teams, SharePoint and Exchange Online. Experience troubleshooting Outlook Client and Outlook Web Application.
• Familiar with PowerShell, Scripting and Active Directory Group Policy.
• Answer calls for support and provide exceptional customer service on each support request.
• Troubleshoot technical issues to the best of your ability and escalate complex problems to appropriate support teams for resolutions.
• Monitor system performance and implement performance tuning.
• Develop and implement preventive maintenance procedures to avoid system failures.
• Maintain and review inventory of software and hardware components.
• Maintain accurate documentations for system installations, configurations, upgrades, disaster recovery activities and license renewals.
• Support sales consultants during client meetings.
• Provide job trainings to new hires as needed.
• Periodic system reviews with clients.
• Travel to client sites for IT Assessments, Launches and Support visits and ensure that the highest quality of service is provided to promote superior customer satisfaction.
• Evaluate job sites to assess optimal placement of hardware and communicate with field team to review the installation process.
• Participate in On-Call after hours support rotation for Sysops Department as per On-Call policy.
• Report to work and return from breaks on time and notify your supervisor whenever you are unable to do so.

Requirements

Required experience:

• Strong understanding of TCP/IP and Networking principles
• Azure, Active Directory, Exchange, VMware, Hyper-V, PowerShell, SAN/NAS.
• Systems: Windows OS (7 amp; 10 Pro), Microsoft Office 365, Apple IOS, Android, printer systems, remote management amp; management tools (Datto/Autotask Endpoint Management), customer management amp; ticketing (Datto/Autotask PSA), anti-virus malware management (Webroot)
• Installation of hardware and software across LAN/WAN networks.
• Installation of fiber optic, Cat5/Cat6 and coax cabling.

The candidate must also possess the following skills:

• Uses various tools and equipment proficiently. These include, but are not limited to: screwdrivers, pliers, shovels, ladders and various test meters.
• Must be able to lift and carry loads of at least 75 pounds.
• Performs installations by climbing on ladders, telephone poles, and other structures, digging, crawling, stooping and standing.
• Flexibility to travel when needed.

Education:

• Bachelor's Degree in Computer Science, Information Technology or similar.
• MTA, MOS, MCP, MCITP, MSCA, MCSE, ACiT

Job Rewards and Benefits