Help Desk Level II Technician
Help Desk Level II Technician
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$ 53000 - 62000
1 Vacancy
Job Description
- Competitive salary
- Health insurance
- Opportunity for advancement
- Paid time off
- 401(k)
- Training & development
Position Summary
- Identify troubleshoot and document user issues to resolution while maintaining superior customer satisfaction.
- Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops Microsoft cloud services including Microsoft 365 and Azure firewalls managed switches and LAN/WAN connectivity issues.
- Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups viruses impending hardware failures licensing issues and more.
- Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
- Communicate with customers as required: keeping them informed of incident progress notifying them of impending changes or agreed outages.
- Improve customer service perception and satisfaction.
- Effectively communicate the scope of work for all hourly clients.
- Work in a team and communicate effectively.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Develop indepth knowledge of the service catalog and how it relates to customers needs.
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses in AutoTask as it occurs.
- Adheres to TeamLogic ITs HIPAA and information security policies.
- All other duties as assigned.
- Skilled/Experienced proficiency in and ability to troubleshoot:
- Windows 10 and 11 Operating Systems
- Workstation and Server Hardware
- Printer and Multifunction devices and technologies
- Standard Windows Applications.
- Microsoft Office Suite
- Email and Mobile Device connectivity
- Basic proficiency in and the ability to troubleshoot:
- Mac OS troubleshooting
- IPv4 and IPv6 technologies
- LAN/WAN connectivity issues
- HyperV vSphere Citrix SQL and Terminal Services
- Active Directory
- Windows Server
- VPN connectivity troubleshooting and configuration (Cisco SonicWall OpenVPN IPSec)
- Microsoft 365 and Microsoft Azure
- High School Diploma or GED (Two years college or equivalent work experience preferred).
- Two years working in a Technical Support/Service Desk environment preferred.
- CompTIA A or Equivalent required.
- CompTIA Network or Equivalent preferred.
Our growth isnt measured in numbers its an investment in aligning with the best talent.
If you have a background and skillset for IT and a determined mindset to overcome any obstacle youll enjoy being part of TeamLogic IT. Our team exhibits a deepseated need to expand boundaries flex knowhow and resolve challenges with smart solutions. Thats a good thing since technology is always advancing creating an environment thats fastpaced and dynamic. When you work for a local office youre part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
Were Committed to a People First Culture
Our philosophy is to support small and mediumsized businesses across the country so they perform better grow faster and achieve more. As a result we are constantly providing our teams with the highest level of support training and career advancement opportunities in an industry that is constantly evolving.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location and not to TeamLogic IT Corporate.
Required Experience:
IC
Employment Type
Full-Time
