Help Desk L2

Job Level: 

MUST have experience - Experience in the resolution of issues related


Company Industry: 

Computer & Network Security


Industry Size: 

11-50 employees


Wage: 

$18.40 - $30/hr Depending on experience

Currently looking for a Help Desk L2 to join our team. If you pride yourself with first-rate customer service, possess excellent interpersonal skills and are process driven, then this is a job for you!


Responsibilities:

  • Provides advanced troubleshooting, diagnoses complex problems and implements corrective action

  • Provides resolution for escalated service tickets

  • Create projects that are designed to either add functionality required by the company or to address ongoing network failure issues

  • Installing and integrating new server hardware and applications as well as keeping an eye out for needed updates

  • Continually update customer’s IT documentation within internal Wiki system

  • Communicate technical information to nontechnical users

  • Ability to work between 6:00 am and 5:00 pm in one of two shifts including the occasional after hours and weekend work when necessary

  • On call rotation required for after hours emergency support

  • Strong desire to learn in a fast-paced environment and work within a team of like-minded individuals


Experience Requirements:

  • Experience in the resolution of issues related to desktop, servers, applications or network systems in a Windows environment

  • Microsoft certification(s) – MCSA or MCITP preferred

  • Strong troubleshooting and problem-solving skills

  • Excellent communication skills both written and verbal

  • Proven experience supporting Windows 7 – 10 and mobile devices (iOS / Android)

  • Microsoft Windows Server 2012 R2 – 2019 support experience in a Domain environment (Active Directory & Exchange)

  • Previous experience working in a ticketing system with detailed note taking skills

  • Functional knowledge of LAN/WAN protocols such as TCP/IP, DNS and DHCP