Help Desk Technician Level 2

Help Desk Technician Level 2 UplinkIT

• 4.0 Providence, RI Job Details Full-time $55,000
• $70,000 a year 4 hours ago Benefits Disability insurance Health insurance Dental insurance 401(k) Paid time off Employee assistance program Vision insurance 401(k) matching Professional development assistance Life insurance Referral program Pet insurance Qualifications Endpoint Security Google Workspace Mobile device support IT user and group management Interpersonal skills GPO Professional ethics Writing skills Client rapport building In-person customer service Software implementation Wireless network configuration Equipment troubleshooting Server backup and recovery Windows Endpoint Detection and Response (EDR) Driver's License SSL Disaster recovery implementation Computer hardware Desktop (troubleshooting support) Remote access management Computer management Customer relationship management (CRM) systems (technically supported) Remote access software Server virtualization Mobile device management Data backup SAN Customer support Full Job Description •

Job Title:

• Helpdesk Technician Level 2

• Job Summary:

• We are a growing Managed IT Service Provider and Telecom company, based in New England, that provides outsourced IT and telecom services and equipment to our growing customer base.

We are looking for a candidate who is an expert in the field, willing to continue to learn, can start right away, and will be interested in working at a fast-growing small company. This position requires some travel within Rhode Island, Southeastern Massachusetts, and Northern Connecticut. While we are looking for candidates with a certain threshold of technical experience, our most significant deciding factor in finding any new employee at UplinkIT is someone who portrays an attitude and temperament that works well with the rest of our team. UplinkIT believes that anyone can be taught a skill, such as IT management, but the right mindset is a talent that cannot be learned. The person who'd be a good fit at UplinkIT is someone who's: Optimistic Open-minded Agreeable Helpful Compassionate Level-headed Upbeat Driven The ideal candidate must have an intermediate knowledge of how to implement, manage, and maintain applications and systems, including, but not limited to: Hardware

• Desktops, laptops, printers, UPSs, PDUs, virtual environments, enterprise wireless, wired networking, data rack design, Ethernet patch panels, and other similar hardware and related vendors. Networking
• TCP/IP networking, DHCP, DNS, IPSEC/L2TP

VPN, SSL

VPN, and various other networking applications and protocols. Systems

• Windows desktop/server operating systems, NAS and SAN storage arrays, Android mobile operating system, endpoint protection (EDR, XDR, MDR services), Microsoft Active Directory and group policy management, Microsoft 365 and the Microsoft Office suite, Google Workspace, systems imaging, remote access applications, printer management, backups and disaster recovery, and other similar industry-specific line-of-business applications.

The ideal candidate should have working knowledge of how to implement, manage, and maintain applications and systems, including, but not limited to: Hardware

• Servers, firewalls, switches, network controllers, (multi)point to point fixed wireless, security cameras, structured cabling, fiber LIU, and various other similar hardware and related vendors. Networking
• Routing, VLANs, NAT, packet captures, firewall policies, ACLs, traffic shaping, QoS, content filtering, and various other similar networking applications and protocols. Systems
• VMware, Hyper-V, vSAN, Hyperconverged Infrastructure, Powershell, API calls, Apple MacOS/iOS/iPadOS operating systems, RMM/PSA/CRM software, access control, video surveillance, telephony (analog, PRI, and SIP), web development, and other similar industry-specific line-of-business applications.

Responsibilities and Duties Provide technical assistance with computer hardware and software Provide escalation support to Level 1 technicians Resolve issues for clients via phone, in person, or electronically Recommend hardware and software improvements to end users Track customer issues and resolutions using helpdesk ticketing system Work with Systems Administrator and/or Helpdesk Coordinator to facilitate specific project-related roles and objectives Assist with revising and maintaining existing documentation as necessary Perform other related duties as deemed necessary by UplinkIT management Required Qualifications 1 to 2 years of customer technical support experience Ability to build rapport with clients Strong troubleshooting and critical thinking skills Positive and professional demeanor Possess intermediate knowledge of computer hardware and software, mobile devices, and printers. Possess working knowledge of networking, network security, and Windows Server systems administration. Be customer-service oriented and a team player Ability to think outside the box Have a strong ability to work both independently and with a team to achieve goals. Ability to work in a fast-paced multi-tasking environment Communicate effectively, both orally and in writing. Maintain the highest professional, confidential, and ethical standards Ability to acquaint oneself with new technologies using vendor-provided documentation as well as one's own research and intuition Ability to articulate technical information in a way that is easily understood by non-technical individuals Ability to work after normal business hours, as required Valid driver's license and vehicle Must pass a U.S. Federal background check Previous experience working at an MSP preferred Benefits Life insurance Disability insurance Dental insurance Health insurance Vision insurance Pet insurance Simple IRA Simple IRA matching Professional development assistance Employee assistance program Referral program Paid vacation and personal days

Job Type:

Full-time Pay:

$55,000.00

• $70,000.

00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Professional development assistance Referral program Vision insurance Ability to

Commute:

Providence, RI 02907 (Required)

Work Location:

In person