Level II Helpdesk Technician

ZSN Systems & Solutions is looking for experienced Level II Helpdesk Technician for one of our clients in Elk Grove, CA.Please have a look at the job description below:Job Title: Level II Helpdesk TechnicianNo of Positions: 1Position Type: Contract to PermLocation: Elk Grove, CAJob Type: OnsiteDuration: 6+ months with potential to extendJob DescriptionOur client is looking for a Level 2 Helpdesk Technician for a position in Elk Grove, CA.Position Summary: Under the direction of the supervisor of the Service Desk, the PC Systems Administrator/Analyst provides tier one phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues, and will be responsible for generating support tickets, troubleshooting advanced IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The PC Systems Analyst will also participate in project-based work such as computer operating systems upgrades, enterprise application installations, and must be effective in interpersonal communication and problem solving.Position Responsibilities- Other duties may be assigned:Provide exceptional customer service to all usersInteract with employees at a technical and non-technical levelProvide strong Tier I-II support for the service desk support teamAnalyze/troubleshoot all levels of desktop, general application, and network issuesDocument, track and monitor technical issues to ensure timely resolutionProvide timely and thorough input for regular status reportingProvide remote and onsite computer hardware and software setup, repair, upgrading, and troubleshooting supportManage and troubleshoot both on-prem and cloud-based Active Directory services and Office 365 environments, including user account management, group policies and permissionsAssist with maintaining master software repositories for hardware drivers/firmware, OS and application patches, and software updatesPerform basic maintenance and troubleshooting on printers and multifunctioning copiersAssist with developing processes and procedures that outline how incidents, requests and problems are identified, preserved in a knowledgebase, escalated, and actionedRespond to inquiries and requests for assistance from end users via telephone, email , chat and ticketing systemMaintain a customer satisfaction measure of 96.5% or higher each periodMaintain a service desk ticket closure rate at 96% or higherPosition Requirements:Experience managing a Microsoft Domain Users, Windows OS, Apple MacOS, VMwareExperience with an ITIL service management software: ZoHo ServiceDesk, Atlassian Suite, SMAXExperience supporting users in an Office 365 organization80% - Support daily business operations and work from a helpdesk system responding to and resolving tickets, account management, filesystem, groups and user permissions15% - Document processes, procedures, and configuration settings for business continuity and disaster recovery5% - All other duties as assigned by supervisorStrong customer service skillsExcellent oral and communication skills (client-facing)Demonstrate the ability to work in a fast-paced environment while balancing multiple prioritiesIn depth knowledge of the Microsoft and Apple ecosystemsApplied knowledge/understanding of ITIL support processes and methodologies, incident management, change control management, problem managementA pro-active mind-set with a focus on constant improvement and follow through at all levelsStrong technical problem-solving skillsAbility to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problemsAttention to detail with the ability to document procedures accuratelyPerform other duties and special projects as required or assignedThanks & Regards,Shaw SmithPhone: (201) 904-2309Email: shaw@zsnsolutions.com