Great opportunity for growth

We are looking for a talented Help Desk Analyst to provide technical support to our customers, troubleshooting hardware/software related issues and receiving and processing tickets, both remote and onsite. Level 1 is also responsible for handling basic issues with physical and Hyper-V servers, StorageCraft Backups, Office 365, G-Suite, Disaster Recovery, firewalls, switches, etc.

Our Ideal Candidate

• Is passionate about technology, enjoys interacting with customers, solving their technical issues and enjoys working with a team of IT professionals to create and improve IT solutions for our clients.
• Is Self-motivated and hungry for growth.
• Enjoys working on a fast-paced environment and learning new technology.
• Knows how to prioritize and is efficient in managing multiple assignments.

Desire Skills and Experience:

• 3+ years of experience in information technology.
• MSP experience is preferred.
• Must have A+ Certification and Network+ Certifications or equivalent.
• Associate’s Degree in IT or equivalent work experience.
• Microsoft Certifications are a plus.
• Experience troubleshooting Microsoft Windows & Office 365
• Moderate knowledge of routers, firewalls and TCP/IP protocol
• Reliable transportation.
• Previous Experience with ConnectWise, N-able (Solarwinds) & IT glue are a plus

Responsibilities

• Respond, manage and resolve tier I/II support tickets and customers’ requests in a timely fashion.
• Provide exceptional customer service and technical support.
• Communicating with customers in a professional way, explaining solutions, answering questions and providing professional advice.
• Provide Onsite and/or remote support for: Applications, Networks, firewalls (SonicWALL), Windows server in a domain environment, Hyper-V, Office 365, Active Directory, DNS, DHCP, etc.
• Perform proactive & preventive maintenance of networks, firewalls, servers, workstations, applications, etc.
• Troubleshoot Remote access solutions such as VPN and Terminal Services/RDS.
• Utilize our documentation platform (IT Glue) to create internal processes documents, knowledge base articles and documents our clients’ networks.
• Participate in the analysis, administration, maintenance and implementation of network firewalls, switches, serves and other network equipment.
• Help monitor our customers’ networks and respond to alerts.
• Help maintain and improve network security, firewall and network security policies and procedures.
• Office 365 administration, Exchange, SharePoint, OneDrive and other office 365 implementations and troubleshooting.
• Utilize our remote management tools to perform work on customer environments & troubleshoot system alerts.
• Communication with customers & team management as required: Keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Actively collaborating with our team to enhance processes and procedures.

Benefits:

• Health insurance benefits
• 100 % dental and vision insurance
• 100% life insurance
• Salary is based on qualifications. (Competitive Wages)
• Full Time Opportunity
• 4 PTO days after 120 days + 2 weeks’ paid vacation after a year & official Holidays paid.
• Mileage & Cellphone compensation
• We offer extensive growth opportunity within the organization that includes scholarships for additional certifications and in-house training to boost your skills.
• We also offer a competitive bonus structure, based on performance.