Job Title: Helpdesk Technician II Location: Chico, California Reports to: Managed IT Service Manager
The Helpdesk Technician is responsible for onsite and remote installation and support needs for our Managed Service Clients. This relates to all technology to include but not limited to; workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software.
Essential Duties and Responsibilities:
Communication with clients as required: keeping them informed of ticket progress, Project Status, etc.
Strong knowledge of Windows 10 Operating System as well as Office365 (Server OS a plus)
Support the local Sales Team to assist with potential new opportunities
Technical knowledge and basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Conduct network assessments as needed
Remote access solution implementation and support: VPN, RDP, LMI
System documentation to include system reviews and recommendations
Implement and support disaster recovery and backup solutions
Create quotes as needed and work with related vendors
Take ownership of onboarding new accounts
System Admin
Window server environment experience
Additional Duties and Responsibilities:
Maintain and constantly Improve client service, perception, and satisfaction
Ability to work in a team and communicate effectively
Escalate service issues that cannot be completed within agreed service levels
Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
Develop in-depth knowledge of the service offerings and how it relates to client's needs
Document internal processes and procedures related to duties and responsibilities
Responsible for entering daily time and expenses
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
Good with customers
Doesnt min being in field and managing desktop
Willing to travel surrounding areas, mileage reimbursement available
Knowledge, Skills, and/or Abilities Required:
Interpersonal skills: such telephone skills, communication skills, active listening, and client-care in any situation
Minimum 4 years technical experience required.
Strong Diagnostic skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to learn on the job and work in a fast-moving environment
Must be able to take ownership of accounts
Required to keep track of daily time and utilization
ConnectWise
SonicWall Firewall
Ubiquiti/Unifi product and network
Good to have experience
Auvik
Dell Server Architecture
RMM agent deployment/understanding
Good understanding of TCP/IP protocols and how they work
Good understanding LAN/WAN technologies
Must be able to pass drug and background screening
Traditional hours Mon-Fri/8-5, some overtime and weekend, but rare
