Helpdesk Support Level II

Summary

Our client is a leading IT Solutions Company in the Nashville area (Brentwood and Franklin, TN) and they are in need of a Help Desk Support Level II+ Technician . An IT Technician's role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support related tickets, and to ensure the satisfaction of the end user, among other technical duties.

Duties & Responsibilities

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform VPN infrastructure design and administration (PTP, client-based, Encrypted,

IPsec)

Server 2003 / 2008 / 2012; Exchange Server 2003 / 2007 / 2010.

Switches.

Qualifications & Requirements

Ideal Qualifications (not required)

Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.