IT Help Desk Support - Level II

Summary

Our client is a leading IT Solutions Company in the Cleveland, OH area 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.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Install antivirus software and ensure virus definitions are up to date.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Network firewall and switch administration and maintenance.
• Optimizing and maintaining network software and hardware
• Building and deploying file servers and cloud computing solutions
• Configuring and deploying VOIP solutions
• Manage Microsoft Exchange Server
• Telephone solutions
• Monitors alert systems and take appropriate action as per guidelines.
• Ability to use various messages in an event log to affect repairs.
• Receive escalated service requests requiring an enhanced response.

Qualifications & Requirements

Ideal Qualifications (not required)

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