IT Help Desk

Help Desk AnalystAt RKON, we’re proud of the culture we’ve created and the loyalty and dedication of our employees, many of whom have been with the company since our founding in 1998.

Our culture is also challenging and fast-paced to keep up with the ever-evolving IT industry we serve. Crain’s Fast Fifty, CRN Fast Growth 150 and Inc.

5000 have recognized our company for the tremendous organic growth we’ve achieved. To continue this growth, RKON invests heavily in our employees by offering comprehensive benefits and development, a wellness program and the opportunity to be part of a casual and family-friendly work environment.

Position Profile : We are pursuing IT Help Desk (End User Engineer) professionals who are looking to elevate their career.

This role will provide the opportunity to get hands on experience with the latest bleeding edge technologies. RKON provides an almost limitless potential for upward mobility in the fields of security, networking, and virtualization.

Our Help Desk is viewed as a training program for these verticals.The ideal candidate will a strong desire to pursue a career in IT.

Our Help Desk professionals are expected to provide high quality end user support with a strong background in PC support (windows / Mac) and proven experience with Microsoft Office 365.

Must possess above average customer service, organizational, verbal and written skills.Responsibilities Include : Provides world class customer service with a focus on setting a positive and supportive tone with end usersReacts and responds to tickets and alerts to ensure maximum possible service availability and performanceProvides Level 1 and 2 support for incidents (problem / issues) or service requests related to hardware, software, mobile devices and network connectivityRecords ticket and status information in a timely / accurate fashionTroubleshoots and resolves incidents and / or escalate as required with support vendors and RKON senior support engineersFacilitates resolution of tickets / service requests while meeting or exceeding defined service level expectationsContributes and maintains accurate documentation to provide consistent solutionsAssists level 2 systems and network security teams with tasks as server builds, firewall policy updates and system backupsCompletes assigned administrative projects (i.

e. testing and other project related tasks)Other duties as assignedRequirements : A desire to pursue a long-term career in IT, and a strong customer service background.

Preference for one to two years of experience in a Help Desk related role.Excellent teamwork, communications and interpersonal skillsActive Directory knowledge - fundamentals.

Professional telephone demeanor with strong customer service skills and attention to detailExcellent multi-tasking skills.

Prioritizes and performs a variety of concurrent tasks with minimal directionHardware and software support for both desktop / laptop computers and printersFollows company standard hardware and software configurationsMS Office (Word, PowerPoint, Excel) skills is requiredITIL knowledge or other IT certifications preferredAbility to be punctual and maintain a varied schedule from week to week including rotating off hours coverage (nights / weekends)Familiarity with enterprise systems (server, backup, active directory) and network switches / firewalls a bonus but not requiredJob Type : Full-timePowered by JazzHR