Job Summary:
Our client is seeking a Tier II Help Desk Technician who will provide advanced technical support and systems administration. The role focuses on resolving complex technical issues, ensuring exceptional customer service, and maintaining IT systems effectively. The technician will work closely with the Service Manager and collaborate with team members to enhance service delivery and customer satisfaction. This opportunity is located in Frisco, TX!
Duties:
- Provide first and second level support for service requests related to workstations, servers, printers, networks, and vendor-specific hardware and software
- Handle IT support relating to technical issues for Microsoft's core business applications and operating systems
- Support and implement disaster recovery solutions
- Manage intermediate technical support for WAN/LAN connectivity, routers, firewalls, and security
- Implement and support remote access solutions (Microsoft Azure, AWS, VPN, Terminal Services, Citrix)
- Monitor and respond to alerts and notifications from the remote monitoring and management system through service tickets
- Maintain and review system documentation in HaloPSA
- Communicate effectively and professionally with customers regarding incident progress, changes, and outages
- Collaborate with the Service Desk Dispatcher to route requests efficiently
- Escalate complex service requests to engineer-level support
- Track time and expenses in ConnectWise
- Complete assigned training materials in HaloPSA
- Document all work in service tickets using HaloPSA
Desired Skills/Experience:
- 5+ years of helpdesk and deskside support experience required
- Ability to provide “white glove” customer service
- Abbility to be adaptable, work autonomously, take charge, and push outside a “check a box” mentality
- Ticketing system experience
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Impeccable professional interpersonal and communication skills including telephone, written, listening, and customer care
- Excellent problem-solving and diagnostic abilities
- Ability to multi-task and adapt quickly in a fast-paced environment
- In-depth knowledge of support tools and techniques with the ability to match resources to technical issues appropriately
- Proficiency in typing and accurate entry of service request details
- Self-motivated with a strong work ethic
- Familiarity with HaloPSA and ConnectWise
- Experience working at a managed service provider is highly desirable
Benefits:
- Medical, Dental, & Vision Insurance Plans
- 401K offered