What are the responsibilities and job description for the Helpdesk Technician (L2) position at The Rockridge Group?
TITLE: Helpdesk Technician II
DESCRIPTION:
The Helpdesk Technician is responsible for onsite and remote installation and support needs for our Managed Service Clients. This relates to all technology to include but not limited to: workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software.
RESPONSIBILITIES:
- Communication with clients as required: keeping them informed of ticket progress, Project Status, etc.
- Strong knowledge of Windows 10 Operating System as well as Office365 (Server OS a plus)
- Support the local Sales Team to assist with potential new opportunities
- Technical knowledge and basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Conduct network assessments as needed
- Remote access solution implementation and support: VPN, RDP, LMI
- System documentation to include system reviews and recommendations
- Implement and support disaster recovery and backup solutions
- Create quotes as needed and work with related vendors
- Take ownership of onboarding new accounts
- Maintain and constantly Improve client service, perception, and satisfaction
- Ability to work in a team and communicate effectively
- Escalate service issues that cannot be completed within agreed service levels
- Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
- Develop in-depth knowledge of the service offerings and how it relates to client’s needs •
- Document internal processes and procedures related to duties and responsibilities
- Responsible for entering daily time and expenses
- Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
REQUIREMENTS:
- Minimum 2 years technical experience or degree preferred.
- Strong Diagnostic skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Ability to travel to outlying branch locations, customers and or multi-state travel
Technical Experience working with the following:
- Auvik
- ConnectWise
- Dell Server Architecture
- RMM agent deployment/understanding
- SonicWall Firewalls
- Basic Wireless Networks
- Ubiquiti/Unifi
- TCP/IP protocols and how they work
- LAN/WAN technologies
Salary : $20 - $28
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