Helpdesk Support Tech 2

Department:

Engineering

Reports to:

Mitch Forrest

Job Type:

Full Time

Job ID:

NA

Job Summary:

Job Functions:

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email, and in-person.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Follow up with customers to ensure the issue has been resolved.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Write/update technical documents related to help desk duties.
  • Train computer users.
  • Resolve Tier 1 technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install computer peripherals for users.
  • Identify and suggest possible improvements on procedures.
  • Monitor performance to reduce interruptions and server crashes.
  • Notify owners of shares reaching capacity as reported by our monitoring software.
  • Monitor daily traffic logs and reports working directly with End Users.
  • Other miscellaneous duties as assigned.
Maintain System Security
  • Maintain system security by working with a 3rd party security team addressing issues that are brought forward by their security team.
  • Ensure a regular patch schedule to mitigate possible security risks.
  • Maintain AV system on all End User systems to ensure proper functionality while ensuring protection.
  • Maintain our physical access security system.

Skills:

Requirements:

  • Display exceptional people skills.
  • Previous experience as a Help Desk Tech.
  • Understanding of Microsoft Active Directory.
  • Knowledge of Windows and Mac operating systems, storage environments, file systems, and network protocols.
  • Detailed knowledge of Windows principles, file editing, PowerShell commands, and file manipulation.
  • Experience working with Printers and Print servers.
  • Knowledge of Group Policy deployment.
  • Familiarity with Windows, UNIX, and LINUX shell scripting.
  • Knowledge of networking principles including routing, subnets, TCP, IP, VLANs, and UDP.
  • In-depth knowledge of computer hardware systems, cable management, including expansion cards, memory modules, and processors.
  • Excellent troubleshooting and communication skills.

If you'd like to apply for this position, please click the Apply Now button below and attach your resume. Cover letter is optional.