****This position is in office 5 days a week and is a 6 month contract to hire****
Senior Help Desk
Position Summary:
The Senior Helpdesk support position requires an enthusiastic, dependable, and reliable individual who has previous Helpdesk experience (3 year min.). Customer focused, the successful individual must be polite, approachable, and able to keep calm under pressure in addition to being willing to learn new technology skills. The ideal candidate must be flexible, with a positive, can-do, make-it-happen attitude. The candidate must also work well within a geographically dispersed team.
This company runs several IT Systems across multiple platforms serving a worldwide user base 24/7/365. This role will support users and systems, primarily focused on supporting both within the US although representing the Global Support Desk.
Primary Duties & Responsibilities:
- Managing Helpdesk tickets to deliver great experiences to our users
- Verify that issues are resolved in accordance with SLAs
- Monitoring servers, cloud resources, backups, patching, and network infrastructure to minimize downtime and maximize performance
- Manage Helpdesk processes across regions to provide consistent outcomes
Qualifications:
- Windows OS (desktop and server)
- Experience with backups (Veeam, Acronis, or similar)
- Azure/AWS and HyperV/ESXi
- Active Directory (on premise and Azure)
- Microsoft/Office 365 Admin experience
- Experience working with a ticketing system
- Good verbal and written communication skills
Pluses:
- Experience with monitoring platforms (PRTG, Netflow, Nagios, etc)
- SD-WAN experience
- VOIP/UCaaS experience
- ITIL Foundation certification
- Fresh Service ITSM reporting and process flow
- ITIL is a plus
