IT Help Desk

Job Type: Full-time

Job Location: Augusta, ME

Required education: High school or equivalent

Required experience: Help Desk: 1 year

Required licenses or certifications: Scripting/Programming Skills in SQL a plus, MCSE, A+ and Server+ Certification

Job Overview

The IT Help Desk has specialized knowledge, certification, and experience within an area of IT requiring substantial focused training. They can be relied upon to manage and complete assignments within their specialty with minimal supervision. They have extensive technical experience and knowledge of Information Technology in the Industry. They possess leadership qualities and are customer oriented, courteous, attentive and adaptable to different scenarios.

 

Responsibilities

Leadership

  • Provide support for customers, project managers and technicians with up most courteous and attentive level
  • Work with co-workers in a team environment
  • Provides training on software systems to customers as directed
  • Assists Project Managers in supporting project rollouts, troubleshooting and answering inquiries via phone or email communications

Network

  • Oversees the maintenance of both the LAN and the WAN on customer locations.
  • Manages LAN security and monitors network performance with our supplied tools (Kaseya)
  • Performs network backup according to a regular schedule based upon needs
  • Participates in the development of policies, procedures, and resources that standardize the functioning of the network
  • Enforces IT standards and educates employees about compliance issues
  • Installs, tests, and maintains a variety of personal computing and network hardware and software systems, with local area network and wide area network connections
  • Performs diagnostic tests, modifies or repairs hardware to the board or component level
  • Replaces hardware or software as needed
  • Assists user community in software and hardware problem resolution
  • Keeps up to date with current trends and is prepared to make recommendations
  • Keeps customer log updated

Hardware

  • Perform server hardware configuration changes, server installations and decommissions.
  • Troubleshoot server hardware failures for all new server builds, server rebuilds, server moves, and server hardware configuration changes
  • Rack and cable servers and act as an escalation point for all software related issues
  • Rack and cable switches, routers, and other network appliances

Software

  • Manages the deployment of appropriate security patches, hot fixes, and software updates
  • Installs, tests, and maintains a variety of personal computing and network hardware and software systems, with local area network and wide area network connections
  • Replaces hardware or software as needed
  • Assists user community in software and hardware problem resolution
  • Provide advanced application and environmental support

Documentation

  • Create technical documentation for customers and in-house staff
  • Keeps up-to-date documentation of applications, systems, and network equipment
  • Produces support documentation
  • Logs calls and takes appropriate action to ensure a satisfactory response with acceptable time frames for the user community
  • Maintain and update customer site documentations

Ticketing

  • Manage assigned tickets and assist in managing ticket queue on a daily basis
  • Receive or assign service tickets and service all assigned tickets to the best of your abilities
  • Create new tickets for un-ticketed work requests
  • Update ticket fields upon receipt
  • Knowledge, skills, and abilities

General

  • Ability to evaluate critical systems, prioritize work, and determine solutions
  • Excellent verbal and written communication skills
  • A working knowledge of these technologies: Microsoft Office; Windows server and client versions and related utilities; e-mail servers; networking technologies including Cisco router/switch administration; Ethernet and wireless networking and related protocols; VPN, remote access, and configurations of home PCs connected to the corporate network remotely; PDAs, cellular phones, pagers, and combinations thereof; hardware installation and support; system security techniques and firewall administration; Internet and Web technologies

Information Technology Experiences & Knowledge

  • Bachelor’s degree in IT or related field or equivalent work experience
  • A+ and Server+ Certification
  • MCSE
  • Scripting/Programming Skills in SQL a plus
  • Knowledge of C/C++ and Visual Basic a plus

Industry Related Experiences & Knowledge preferred

  • Kaseya monitoring tools
  • Network Detective toolsets
  • Document management solutions
  • Office 365