Sr IT Help Desk Technician

Must include resume showing name of the employer, start and end dates for each job. Applications without resume will NOT be considered.

Job Overview

Provide technical installation, troubleshooting and support services remotely. Configure and troubleshoot computers and networking equipment including PCs, switches, wireless access points, etc. Configure and troubleshoot Windows clients. Provide excellent client service.
Success is dependent on the ability and desire to learn and deliver high quality technology support. A professional attitude and providing outstanding client service are critical.
Hours, M-F 8am – 5pm EST, scheduled 24×7 on-call shifts, occasional afterhours and weekend assignments

Essential Duties and Responsibilities

Answer technical support phone calls, open support tickets and address client requests
Maintain positive client communications
Diagnose basic IT and computer systems issues; hardware, software, networking, server, VPN and operator problems
Responsible for meeting client service SLA goals for service ticket processing
Provide detailed status updates, and completion information to client using professional services application on client service requests
Troubleshoot & research business applications, PC, server and network hardware errors
Provide technical support both via phone and onsite service
Install, remove, test and configure operating systems, software
Provide user assistance as needed on operating systems, software and hardware usage and procedures
Provide on-call emergency services after business hours, holiday and weekends as required
Compile and maintain detailed documentation

Must have

Excellent communication skills
Microsoft Entra ID (Azure Active Directory) administration
Basic TCP/IP network troubleshooting
Windows networking (workgroups and domain)
Windows 10 and 11
MS Office and M365 apps installation and troubleshooting
Network equipment troubleshooting
Anti-virus and anti-malware software
VPN remote access configuration & troubleshooting
Network printer troubleshooting
Active Directory user management

Nice to have

Windows Server2012, 2016 and 2019 including Active Directory and DNS
Terminal Server
Basic routing, VPN, switching
Back-up software
MS Open License installation
Technical certifications such as CompTIA, Microsoft
VoIP
Networking monitoring and bandwidth analysis

Non-Technical Skills & Experience

Ability to work in a disciplined, focused manner when working outside of an office environment
Exceptional customer service skills
Exceptional attention to details
High self-organization skills
Ability to research and recommend new products

Other Requirements

At least 2 years of relevant work experience
Scheduled on-call shifts requiring 24×7 availability
Excellent documentation skills for technical and non-technical audiences
Obtain CompTIA A+ and Network+ certifications within 9 months of employment

Job Benefits

Paid holidays
Paid vacation
Paid sick time
Professional skill development
Access to partner only self-study materials exclusively provided by leading IT vendors such as Microsoft, Cisco, Dell and more
Being part of a technical team that help you grow your skills and knowledge
Be part of a growing company and make an impact

Anyone who has worked as a field engineer, network engineer, IT Help Desk Support, Network Administrator, Cyber Security will translate to this.