Our company strives to provide Worry Free I.T. to our Managed Services clients from Coast to Coast across the United States.  Our diverse client base ranges from accountants to manufacturing and everything in between.  Every member of our team has a key role to play in our success and our clients' satisfaction.  The IT Helpdesk & Support Technician II position plays a strong role on our team and is the front line of supporting all aspects of our client's technology by providing professional support via phone, email and remote as well as amazing customer service and follow up to our clients.

IT Helpdesk & Support Technician II

Compensation: $45k-$55k depending on experience

Roles & Responsibilities

• Provide technical support to clients for desktops, laptops, servers and network infrastructure including software & hardware
• Resolve system issues and escalate as needed to higher-level engineers per the established Service Level Agreements
• Maintain passwords, data integrity, and system security for the desktop/server environment
• Open service requests in the ticketing system and update/track them to resolution or assign them to other engineers as needed
• Maintain superior customer satisfaction scores
• Install, configure, and troubleshoot computers, software, printers and other peripherals
• Perform preventative maintenance, testing, and repair of computer hardware
• Evaluate system configurations and software to ensure effective use of hardware resources
• Plan, organize, and prioritize outstanding issues
• Assist in researching, developing and deploying appropriate Information Technology solutions
• Recommend modifications of IT systems in order to improve and simplify business systems and reduce operating cost
• Establish and develop procedures for proper utilization of IT technology Qualifications and Skills

Qualifications and Skills

• IT-related Associates or Bachelors degree and/or 1 – 2 years experience with Microsoft-based IT systems *preferred
• Providing phone/remote/on-site technical support in a corporate environment with 50+ end users a plus
• Working knowledge of PC/Server hardware and software installation, configuration, troubleshooting, and repair
• Working knowledge of Microsoft operating systems (PC and Server) Windows 7,10,11 & Server 2012, 2016, 2019, 2022
• Working knowledge of Office 365 platform and Azure.
• Working experience with Remote Management and Monitoring tools.
• Working experience with Professional Services Automation.
• A+, Network+, Microsoft and/or Cisco Certifications preferred.

Communication and Reasoning Skills

• Must be able to communicate professionally to clients and management both verbally and in writing
• Must be willing to work in a strong team environment
• Must be able to work independently and complete work within specified deadlines
• Excellent problem solving, debugging and troubleshooting skills
• Strong analysis and organizational skills are imperative with demonstrated capability for problem determination and resolution
• Must be able to effectively handle multiple projects simultaneously and properly prioritize client issues and needs
• Professionalism, attention to detail and a positive, customer-focused attitude are imperative
• Strong aptitude and the ability to pick up new technologies quickly, adapting to the changing market

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the contractor is constantly required to sit and use hands to type and operate computer and mouse. The contractor is frequently required to talk, hear, bend and twist neck. The contractor may be required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision.

The contractor is required to have a valid driver’s license and be capable of driving long distances. Contractor will be required to use their personal vehicle for business purposes.

Work Environment

The work environment characteristics described here are representative of those a contractor encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the contractor will spend most of their time in a typical office environment. The noise level in the work environment is usually moderate, but can occasionally be loud. The contractor will be exposed to other work environments as needed based on project work at client sites. On occasion, the contractor may be required to travel outside the typical RMS service area.

Company Description

Our company is a LBGTQ+ inclusive, unique team of business and technology professionals who are OBSESSED with excellent service, honesty, ethics and quality. We work with mid-sized organizations as a true technology PARTNER. Our combination of business expertise, extreme professionalism and a broad, but deep technical knowledge base allows us to focus on business RESULTS through the effective use of technology. Reliable Managed Services has been servicing clients for over 23 years. We specialize in providing advanced collaboration solutions for our clients that involve Microsoft 365 and other Cloud services. We are experts in technology infrastructure solutions including datacenter and networking technologies. We have highly certified and trained engineers for advanced networking, wireless, server and storage systems, including virtual desktops. We also focus on cyber security protections for our clients to ensure the integrity safety of their users, data and systems. We have over a century of combined experience on staff. We possess the skills, experience and industry partnerships to be a true Total Technology Support partner to our clients. Our full suite of products and services includes: Managed Services, Help Desk, Technology Planning, LAN/WAN Design and Deployment, Datacenter Technologies with Hyper-V, Ubiquiti Networking, Unified Communications Solutions & Hosted Voice Solutions, Ubiquiti & Cisco Routing and Switching, Cyber Security, Wireless, Virtualized Desktop Infrastructure (VDI) and Thin-Client Computing, Microsoft BackOffice Server Solutions, Security and Disaster Planning, Storage Area Networking, PC and Network Support, Internet/VPN Technologies, Certified Network Cabling, Proactive Support, 24X7 Monitoring and Value-Added Training

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