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Helpdesk Technician (L2)

The Rockridge Group
Chico, CA Full Time
POSTED ON 12/10/2024 CLOSED ON 2/10/2025

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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