K2 Staffing, LLC
IT Help Desk Support - Level II
K2 Staffing, LLC, Cranston, Rhode Island, us, 02910
SummaryOur 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 include 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 provide to each client in a timely manner.Duties & ResponsibilitiesProvide excellent customer service to our clients and partnersProvide technical assistance to clients to resolve computer hardware and software problems via telephone or electronically from escalated ticketsSimulate or recreate user problems to resolve operating difficultiesManage multiple clients and projects simultaneouslyWork in a fast-paced environment addressing issues promptlySupport clients in problem resolution, guide users through troubleshooting procedures, and develop troubleshooting scriptsProvide remote assistance to end-users in the use of existing and new technologies, hardware, and softwareSetup desktop and laptop computersPerform upgrades to hardware & softwareUnderstand IT security, with the ability to identify and escalate policy violationsRecommend system modifications or hardware and software improvements to reduce or eliminate user problemsTrack client issues and resolutions to assure satisfaction and closureContribute to company knowledge base and continually work to keep documentation up to datePerform other duties as assignedAll new hires will spend a minimum of 30 days training as a First Response Technician (FRT). The FRT team is our front-line contact for our clients who need support.Qualifications & RequirementsMicrosoft CSP, AZURE, O365Ability to travel as required (~30%)Must be able to work flexible days/hours – some on-call dutyExperience with networking equipment from manufacturers including HP, Cisco, SonicWALL, and RuckusExperience with Microsoft Server 2008+ deployment, migration, and managementDesired experience with virtualization technologies VMWare and Hyper-VPrevious job experience with project and vendor managementPCI experienceRequired Technical Experience:
Experience with all Windows Desktop OSExperience with Hosted ExchangeExperience 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 experienceBackground in Information Technology, Computer Science, Engineering, or Science or equivalent experience and/or certificationsAdvanced certifications (desired): VMware Certified Professional (VCP), Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA)
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experienced Help Desk Technician . Some responsibilities include 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 provide to each client in a timely manner.Duties & ResponsibilitiesProvide excellent customer service to our clients and partnersProvide technical assistance to clients to resolve computer hardware and software problems via telephone or electronically from escalated ticketsSimulate or recreate user problems to resolve operating difficultiesManage multiple clients and projects simultaneouslyWork in a fast-paced environment addressing issues promptlySupport clients in problem resolution, guide users through troubleshooting procedures, and develop troubleshooting scriptsProvide remote assistance to end-users in the use of existing and new technologies, hardware, and softwareSetup desktop and laptop computersPerform upgrades to hardware & softwareUnderstand IT security, with the ability to identify and escalate policy violationsRecommend system modifications or hardware and software improvements to reduce or eliminate user problemsTrack client issues and resolutions to assure satisfaction and closureContribute to company knowledge base and continually work to keep documentation up to datePerform other duties as assignedAll new hires will spend a minimum of 30 days training as a First Response Technician (FRT). The FRT team is our front-line contact for our clients who need support.Qualifications & RequirementsMicrosoft CSP, AZURE, O365Ability to travel as required (~30%)Must be able to work flexible days/hours – some on-call dutyExperience with networking equipment from manufacturers including HP, Cisco, SonicWALL, and RuckusExperience with Microsoft Server 2008+ deployment, migration, and managementDesired experience with virtualization technologies VMWare and Hyper-VPrevious job experience with project and vendor managementPCI experienceRequired Technical Experience:
Experience with all Windows Desktop OSExperience with Hosted ExchangeExperience 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 experienceBackground in Information Technology, Computer Science, Engineering, or Science or equivalent experience and/or certificationsAdvanced certifications (desired): VMware Certified Professional (VCP), Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA)
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