Service Desk Analyst-Level II
Responsibilities :
Resolve situations with VIP clients (white glove experience)
- Troubleshoot and resolve critical server, network, and lines of business incidents
- Windows Server 2008 / 2012 / 2016, including Active Directory, Group Policy, DNS & DHCP
- Office 365 / Azure / AWS
- Microsoft Exchange Server / Exchange Online
- Remote access technologies, including RDS and VPN
- Peripheral device support, including network printers, scanners, monitors & UPS devices.
- WAN devices
- Hypervisors, SAN, NAS
- Wireless controllers and access points, routers, firewalls, and network switches
- Resolve escalated issues from the L1 and L2 team members
- Complete move / add / changes of client servers and workstations, including adding printers, applications, roles, etc.
- Mentor team members on technology
- Collaborate with other departments to solve complex issues
- Tasks assigned by the Director of Service Desk.
Qualifications :
High School diploma, Bachelor's Degree a plus
- Minimum of 6 years work experience in a Help Desk role
- Previous MSP experience
- CompTIA A+ / Network+ or equivalent experience
- MCSA or equivalent experience
- Complete technical understanding and expertise in the following :
- Public and private DNS functionality
- Mail flow diagnostics
- VPN support and configuration
- File server support and configuration
- RDS environment support
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