IT Support Services II - Help Desk

Key Responsibilities

• Advanced Technical Support: Provide second-tier support for hardware, software, and network-related issues escalated from junior team members, ensuring timely resolution.
• System Administration: Assist in the administration and management of IT systems, including servers, workstations, and cloud environments.
• Troubleshooting: Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices.
• User Support: Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.
• Documentation: Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference.
• Mentorship: Assist in training and mentoring junior IT support staff, providing guidance on best practices and technical skills.
• IT Projects: Participate in IT projects, such as software deployments, system upgrades, and network enhancements, ensuring projects are completed on time and within scope.
• Monitoring and Maintenance: Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues.
• User Account Management: Manage user accounts, permissions, and access rights within various systems and applications.
• Incident Reporting: Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes.

Key Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3-5 years of experience in IT support or system administration, preferably in a corporate environment.
• Strong knowledge of operating systems (e.g., Windows Server, Linux, macOS) and enterprise applications.
• Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations.
• Familiarity with helpdesk and ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

Preferred Experience

• Experience with ConnectWise
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE).
• Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V).
• Knowledge of IT security practices and data protection regulations.