Job Description

Summary

Our client is a top notch and very well-established IT Solutions / MSP located in the Cranston, RI area and they are seeking to find an experienced Help Desk Technician . Some responsibilities are resolving escalated service request tickets, project tasks, and deployment upgrades. This position requires traveling up to 30% of the time and/or on-call/flexible hours to support our clients. This individual will work with other employees as a mentor and trainer to help develop additional skilled technicians. They pride themselves on the service and support they bring to each client in a timely manner. 

Duties & Responsibilities

• Provide excellent customer service to our clients and partners
• Provides technical assistance to clients to resolve computer hardware and software problems via telephone or electronically from escalated tickets
• Simulates or recreates user problems to resolve operating difficulties
• Ability to manage multiple clients and projects simultaneously
• Ability to work in a fast-paced environment addressing issues promptly
• Provides support to clients in problem resolution, guides users through troubleshooting procedures, and develops troubleshooting scripts
• Provide remote assistance to end-users in the use of existing and new technologies, hardware, and software
• Setup of desktop and laptop computers
• Performs upgrades to hardware & software
• Understanding of IT security, with the ability to identify and escalate policy violations
• Recommends system modifications or hardware and software improvements to reduce or eliminate user problems
• Tracks client issues and resolutions to assure satisfaction and closure
• Contribute to company knowledge base and continually work to keep documentation up to date
• Performs other duties as assigned
• All new hires will spend a minimum of 30 days training as a First Responses Technician (FRT). Our FRT team is our front-line contact for our clients who need support.

Qualifications & Requirements

• Microsoft CSP, AZURE, O365
• Required:
• Ability to travel as required (~30%)
• Must be able to work flexible days/hours – some on-call duty
• Experience with the following manufactures networking equipment, including HP, Cisco, SonicWALL, Ruckus,
• Experience with Microsoft Server 2008+ deployment, migration, and management
• Desired:
• Experience with virtualization technologies VMWare and Hyper-V
• Previous job experience with project and vendor management
• PCI experience
• Required Technical Experience:
  • Experience with all Windows Desktop OS
  • Experience with Hosted Exchange
  • Experience with Microsoft productivity applications
• Desired Technical Experience: 
  • Experience with Microsoft Server 2008+
  • Familiarity with SonicWALL firewalls, Dell/HP/Cisco, managed switches
• Required Education: 
  • Minimum of 2 to 5 years of experience
  • Background in Information Technology, Computer Science, Engineering, or Science or equivalent experience and/or certifications
  • Advanced certifications (desired)
  • VMware Certified Professional(VCP)
  • Microsoft Certified Systems Administrator (MCSA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)

Job Tags

Full time, Remote job, Flexible hours,

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