IT Help Desk Support - Level II

Job Description

Job Description

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 Technicians 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.

Employment Type : Full time Location : Cleveland, OH