What are the responsibilities and job description for the IT Support Services II-Help Desk position at Courser?
Job Description
Job Description
Who we are
LNS is a leading Managed Services Provider (MSP) located in Tampa, FL with clients located across the US. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.
IT Help Desk II
We are looking to fill this role in Tampa, FL as an addition to our Services Team.
Your day to day
Responsible for providing efficient and effective user support.
You will assist with new user onboarding, network / equipment support, equipment and software installation / configuration, and general end-user support.
Manage, maintain, troubleshoot, and support our customer’s IT infrastructure.
Identify, document, and troubleshoot users computing issues to resolution while maintaining customer satisfaction.
Provide professional on-site technical services, troubleshoot issues, and assist with client onboarding as needed.
Utilize PSA, RMM, and other service-specific tools and technologies to deliver onsite and remote user support services.
Provide escalation support for L1 technicians
Track all time relating to each project, break-fix cases and document assigned responsibilities.
Other duties as assigned.
Your experience
3 years of direct Managed Service Provider experience as a Desktop or Field Technician with involvement in network rollout, and implementation.
Experience troubleshooting, supporting, and repairing all network, hardware, and software related issues for multiple customers.
Experience working as a technician or consultant supporting client projects and system upgrades. Required industry standard certs include A and Network or equivalent experience. Operating System and Application installation / troubleshooting experience in a Microsoft and Mac environments.
Excellent listening and communications skills, both verbal and written.
Strong customer relationship skills.
Organized, detail oriented, and self-motivated.
Ability to provide and maintain detailed documentation.
Some expertise and experience working with networks including implementation, configuration, Security, Wi-Fi, Microsoft 365, VPNs, troubleshooting, and resolution support.
Experienced with a variety of Workstation and Laptop hardware manufacturers such as Dell, HP, IBM, Apple, and Lenovo as well as the operating systems that run on these platforms including various versions of Microsoft Workstation / Server operating systems and macOS.
Experience with Backup / Restore solutions for both local Workstation and Server environments including Cloud capabilities.
Problem-solving skills, device management, task prioritization, ticket management, escalation, follow up, and thorough documentation of all activities.
The ideal candidate should possess strong analytical thinking skills, be able to multitask effectively, have excellent listening skills, be detail-oriented and results-driven, exhibit patience, and be flexible.
Strong attention to detail and following outlined processes.
What we do for you
At LNS we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.
Benefit Highlights
Competitive benefits package, including medical, dental, vision, and life insurance
401k match
Unlimited Approved PTO after one year (2 weeks your first year)
10 Holidays including your Birthday and a Floating Holiday!
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