Job Details

Summary
Our client is a top-notch and very well-established IT Solutions / MSP located in the Cranston, RI area and they are seeking to find an experienced Help Desk Technician. Some responsibilities include resolving escalated service request tickets, project tasks, and deployment upgrades. This position requires traveling up to 30% of the time and/or on-call/flexible hours to support our clients. This individual will work with other employees as a mentor and trainer to help develop additional skilled technicians. They pride themselves on the service and support they provide to each client in a timely manner.

Duties & Responsibilities

• Provide excellent customer service to our clients and partners
• Provide technical assistance to clients to resolve computer hardware and software problems via telephone or electronically from escalated tickets
• Simulate or recreate user problems to resolve operating difficulties
• Manage multiple clients and projects simultaneously
• Work in a fast-paced environment addressing issues promptly
• Support clients in problem resolution, guide users through troubleshooting procedures, and develop troubleshooting scripts
• Provide remote assistance to end-users in the use of existing and new technologies, hardware, and software
• Setup desktop and laptop computers
• Perform upgrades to hardware & software
• Understand IT security, with the ability to identify and escalate policy violations
• Recommend system modifications or hardware and software improvements to reduce or eliminate user problems
• Track client issues and resolutions to assure satisfaction and closure
• Contribute to company knowledge base and continually work to keep documentation up to date
• Perform other duties as assigned
• All new hires will spend a minimum of 30 days training as a First Response Technician (FRT). The FRT team is our front-line contact for our clients who need support.

Qualifications & Requirements

• Microsoft CSP, AZURE, O365
• Ability to travel as required (~30%)
• Must be able to work flexible days/hours – some on-call duty
• Experience with networking equipment from manufacturers including HP, Cisco, SonicWALL, and Ruckus
• Experience with Microsoft Server 2008+ deployment, migration, and management
• Desired experience with virtualization technologies VMWare and Hyper-V
• Previous job experience with project and vendor management
• PCI experience
• Required Technical Experience:
  • Experience with all Windows Desktop OS
  • Experience with Hosted Exchange
  • Experience with Microsoft productivity applications
• Desired Technical Experience:
  • Experience with Microsoft Server 2008+
  • Familiarity with SonicWALL firewalls, Dell/HP/Cisco, managed switches
• Required Education:
  • Minimum of 2 to 5 years of experience
  • Background in Information Technology, Computer Science, Engineering, or Science or equivalent experience and/or certifications
  • Advanced certifications (desired): VMware Certified Professional (VCP), Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA)