Service Desk Consultant 2

This is a remote position.

• Providing proactive and reactive remote technical support to our clients via telephone email and remote control. Some examples include but are not limited to the following:
  
• Managing installing configuring and troubleshooting hardware and software for servers desktops laptops tablets smartphones printers UPS units firewalls switches and other computer systems and devices.
  
• Works closely with clients internal staff members hardware and software vendors and service providers.
  
• Responding to monitoring alerts.
  
• Performing computer account maintenance including setting up computers decommissioning computers and migrating settings and data.
  
• Performing user account maintenance including adding and removing users configuring user profiles changing passwords etc.
  
• Providing technical support to end-users for computer and network related issues.
  
• Managing cloud-based backups and virtual servers through remote access tools including setup testing and deployment in both test and production environments.
  
• Performing proactive work.
  
• Documenting work performed including a description of issue work performed time worked and any follow-up required.
  
• Maintaining up-to-date client documentation.
  
• Working with fellow Service Desk Field and Project Consultants remotely implementing projects.
  
• Answering phones for inbound support calls.
  
• Perform other duties as required and assigned.
  

• Bachelors degree in Computer Science Information Technology or a related field. Equivalent work experience will be considered.
  
• 35 years of hands-on experience supporting a variety of Microsoft-based IT environments for small and mid-size businesses is preferred
  
• Prior experience in a Managed Services Provider (MSP) environment and/or IT consulting experience.
  
• Proficiency in installing and maintaining Azure cloud-based infrastructures is helpful.
  
• Training with the following general technologies is helpful: network administration user and computer account management security and permissions group policies operating systems virtualization backup and storage solutions email and endpoint security firewalls and wireless access points remote access cloud platforms remote monitoring and ticketing systems.
  
• Current relevant certifications from vendors such as Microsoft and CompTIA is preferred.
  

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent day shift schedule.