About K2 Staffing
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Industry
Recruiting and staffing services
Company size
11 - 50 Employees
Headquarters location
Carlsbad, CA, US
Year founded
2019
Job description
Summary
Our client is a leading IT Solutions Company in the Chicago area (Oak Park, IL) 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.
- Perform VPN infrastructure design and administration (PTP, client-based, Encrypted,
IPsec) - Monitor and manage Microsoft Windows 7/8/10 Operating Systems.
- Monitor and manage Microsoft Windows Server 2003/2008/2012; Small Business
Server 2003/2008/2012; Exchange Server 2003/2007/2010. - Work on WANs, LANs, TCP/IP, Firewalls, Routers, and
Switches. - Server administration via Active Directory, File & Print services, DNS, DHCP.
- Install antivirus software and ensure virus definitions are up to date.
- 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
- 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
- Having worked in an MSP environment is a PLUS!
- Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory
- 2-3 years of experience in a client-facing environment such as sales engineering
- Kaseya RMM and Autotask PSA Experience a plus
- Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology
- Possesses strong organizational and time-management skills
- Experience writing proposals for and implementation of technical solutions to fulfill business needs
- Results-oriented, self-motivated, energetic, professional, reliable, and a team player
- Strong understanding of technology and business productivity systems
- Experience with RMM (remote monitoring and management) tool a plus
- Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills
- Sales training experience is a plus
- Having worked in an MSP environment is a major plus.
Ideal Qualifications (not required)
- CompTIA Net+ and/or CompTIA Security+
- MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)
- CCNA or CCIE-Cisco certifications a real plus
Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.
k2staffinginc.com
Frequently asked questions
Q: What skills or qualities help someone succeed as a Help Desk Technician?
A: To succeed as a Help Desk Technician, key technical skills include proficiency in operating systems (Windows, macOS, Linux), familiarity with common software applications, and knowledge of networking fundamentals. Essential soft skills include strong communication and problem-solving abilities, patience and empathy when interacting with customers, and the ability to work effectively in a team environment. By combining these technical and soft skills, Help Desk Technicians can efficiently resolve customer issues, build trust, and lay the foundation for a successful career in IT support and customer service.
Q: What is the career path for a Help Desk Technician?
A: A Help Desk Technician's typical career progression involves starting as a junior support specialist, advancing to a mid-level technical support specialist or senior help desk technician, and eventually moving into senior technical leadership roles such as technical team lead or IT operations manager. Key opportunities for skill development include learning IT service management frameworks, expanding technical expertise into areas like cloud computing, cybersecurity, or network administration, and developing strong communication and problem-solving skills. Long-term career prospects may lead to roles like IT project manager, service delivery manager, or even a career transition into specialized fields like IT consulting or technical sales.
