IT Help Desk Support - Level II
On-siteNew Braunfels, Texas, United States
Job Summary
Respond to support requests via telephone, web portal, and email to ensure timely resolution of end-user issues. Provision systems for new hires and prioritize incidents according to defined SLAs. Utilize remote tools and diagnostic utilities to troubleshoot networking equipment, Windows servers, and Active Directory environments. Administer server services including DNS, DHCP, File & Print, and Microsoft Exchange. Maintain network firewalls, switches, and hardware while configuring VOIP and cloud computing solutions. Monitor alert systems and event logs to execute repairs and handle escalated service requests. Requires 4+ years of hands-on experience in an MSP environment with strong client-facing communication skills. Located in New Braunfels or San Marcos, TX.
Required Qualifications
- Having worked in an MSP environment
- Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory
- 2-3 years of experience in a client-facing environment such as sales engineering
- Excellent verbal and written communication skills
- Comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology
- Possesses strong organizational and time-management skills
- Experience writing proposals for and implementation of technical solutions to fulfill business needs
- Results-oriented, self-motivated, energetic, professional, reliable, and a team player
- Strong understanding of technology and business productivity systems
- Ability to problem solve at a high level
- Extraordinary customer service skills
- Strong multi-tasking skills
- Organizational skills
Desired Qualifications
- Experience with RMM (remote monitoring and management) tool a plus, such as Connectwise or Kaseya
- Having working knowledge of a PSA tool, such as Autotask is a plus
- Sales training experience is a plus
- CompTIA Net+ and/or CompTIA Security+
- MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)
- CCNA or CCIE-Cisco certifications a real plus
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