Help Desk Technician

Overview

• Provide technical support in a dynamic, technologically diverse environment, addressing server, network, and infrastructure issues.
• Troubleshoot voice and telephony systems, ensuring seamless communication and operational efficiency.
• Engage with customers directly and over the phone, leveraging exceptional customer service skills.
• Support backup and restore processes for servers and desktops, maintaining data integrity.
• Administer Microsoft Windows Server, Active Directory, and Office 365 environments.
• Troubleshoot virtualization platforms such as VMware and Hyper-V, ensuring optimal performance.
• Provide desktop support for Windows and MAC operating systems, resolving complex issues.
• Assist with remote access administration, including VPN and terminal server configurations.

Key Responsibilities & Duties

• Diagnose and resolve technical issues related to servers, networks, and infrastructure components.
• Manage and troubleshoot voice and telephony systems, ensuring uninterrupted communication.
• Provide exceptional customer service during technical support interactions.
• Administer cloud computing services, including Office 365 and Google G-Suite.
• Resolve connectivity issues for LAN, WiFi, and internet networks.
• Support virtualization environments, ensuring efficient system operations.
• Deliver desktop support for operating systems, addressing advanced recovery scenarios.
• Assist with mobile device support and associated desktop management software.

Job Requirements

• Bachelor of Science (BS) degree in a relevant field.
• Minimum of 1 year experience in IT support services, preferably in a Managed Service Provider environment.
• Proficiency in Microsoft Windows Server, Active Directory, and Office 365 administration.
• Experience with virtualization platforms such as VMware and Hyper-V.
• Strong customer service skills and ability to prioritize tasks effectively.
• Valid US Driver's License is required.
• Preferred certifications include Microsoft and other industry-recognized credentials.
• Knowledge of backup and restore products for servers and desktops.