Help Desk Support

Job Description

The Help Desk Support position reports directly to the Director of Information Technology. This position provides IT operational support for all servers, storage technology, network infrastructure, etc. Also, this position aids with Tier 1 and Tier 2 user support for incoming service requests and incidents, while helping to ensure that all production systems are fully operational. This position acts as a mentor to junior level team members.

Responsibilities

Under the direction of the Director of Information Technology, provide technical support for server and desktop operating systems and hardware platforms as well as troubleshooting for the user community. A broad understanding of different technologies is essential.

Major Functions Include

• Implementation and documentation
• Customer service level 1&2 support
• Support of server infrastructure (Windows, Linux)
• Manage DNS, SSL certificates, printing, server hardware, patching, anti-virus, etc.
• Knowledge of Microsoft Networking, Active Directory, AD Group Policies, and Windows Security
• Knowledge of Azure cloud environment
• Responsible for the day-to-day operational support, including after-hours call rotation
• Trouble tickets/ Troubleshooting
• Systems installation, maintenance, and configuration
• Adhering to standard operating procedures within IT Operations, including staff training and documentation.
• Performance monitoring for the health of the infrastructure and applications
• Diverse knowledge across multiple platforms
• Incident management
• Fulfilling service requests
• Patching systems and deploying security remediations
• Ensuring backups are successful
  
  

Required Experience

Knowledge and Experience:

• Utilize ITIL best practices around IT Service Management (ITSM) and IT Asset Management (ITAM), including change management
• At least 2-3 years of experience in related work with progression of responsibility
• Scripting and automation using PowerShell, VBS, batch, etc.
• General knowledge of Windows, Linux, and VMware operating systems
• Functional knowledge of Cisco layer 2/3 switches and Palo Alto firewalls
• Experience with Microsoft Azure Cloud Environment configuration and management
• Effective hardware and software problem-solving abilities.
• Ability to manage small projects using project management concepts and tools
• Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people.
• Associates degree in IT field of study or equivalent work experience
• Industry standard certifications are encouraged
  
  

Skills

• Must be a self-starter and be able to work well independently or in a team
• Ability to skillfully react to a fluid and constantly changing work environment.
• Solid troubleshooting skills and demonstrated ability of end-to-end problem management and ownership
• Ability to prioritize and organize work assignments
• Communication skills to talk with others to convey information effectively while providing best in class customer support
• Able to prepare high-level project plans, presentations, procedures, diagrams, and other technical documentation
• Effective Time Management
• Open to continuous learning
• Participate in the weekly rotational after-hours on-call support
  
  

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance
  
  

Keyword: Help Desk Support