Job Description
HelpDesk Support Technician
Managed Services Provider looking for an individual that has a passion for IT and Technology with an Excellent Customer Service skillset. Candidate should be self-starter, organized, detail orientated and have a desire to grow within the organization. As a member of our support team, this position is responsible for Multi-level IT support to our customers. Candidate should be able to answer, evaluate, and prioritize tickets, assist/lead Team members, while ensuring the customer needs will be met. Strong Customer Service is a must. Position is based in Las Vegas, Nevada. Local Candidates only. Position requires On-Prem, no remote work from home applicants, please.
Job Duties and Responsibilities:
· Maintain, Support, and Manage multi-site Windows environments, including builds and migrations.
· Provide direct interaction with end user customers and multi-level technical support to resolve Server, Network, Application and Internet issues.
· Identify and escalate situations requiring urgent attention.
· Ensure proper HelpDesk policies and procedures are being followed.
· Maintain working knowledge of industry trends and support best practices.
· Work with other team members to rollout hardware and software upgrades; test/implement new equipment and services.
· Be able to multi-task with heavy caseload and respond to user requests in a timely fashion.
· Provide timely, efficient, and friendly customer service to all end users; display effective customer relations skills to enhance satisfaction. Must ensure proper and accurate communication at all times ensuring customer is aware of incident activity, updates and closure.
· Proactively notify HelpDesk/Service Manager of potential issues, concerns or other problems that may impact or involve a larger group of users.
Requirements/Experience:
· Exceptional customer service support and interpersonal skills are required.
· Analytic and problem-solving skills.
· Experience with Active Directory, Group Policy Management, Hyper-V, VMware, IIS, PowerShell, Microsoft Exchange Server.
· Experience with Cloud Solutions and Hosted Environments.
· Experience with Microsoft 365 and Google Workspace.
· Working knowledge of Server automation and scripting.
· Working knowledge of Windows and MAC operating systems.
· Working knowledge of LAN/WAN/VLAN/VPN.
· Experience with AutoTask/DATTO or other helpdesk/service tracking systems a plus.
· Able to work independently, take responsibility with initiative, problem solving and technical writing skills.
· Ability to work a flexible schedule and extended work hours as required based on current projects
· Excellent written/spoken communication skills
\nCompany Description
We’re the smart choice for a better network. With the backing of our industry-leading partners, we provide cutting edge information management along with the best service and support in the industry.
We’re the smart choice for a better network. With the backing of our industry-leading partners, we provide cutting edge information management along with the best service and support in the industry.
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