Helpdesk Technician II

reputed company Services International LLC is a rapidly growing reputed company and IT Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial reputed company (DIB). We are excited to be expanding our staff due to our growth and are looking to add an additional Helpdesk Technician Level II to reputed company!

reputed company integrates compliance and threat mitigation efforts and eliminates redundant reputed company practices that don’t improve and, in fact, may weaken an organization’s reputed company posture. Our professionals tell clients where to stop spending, where to invest, and how to take what they are already doing and integrate it in a way that delivers improved reputed company.

Successful candidates for reputed company are self-motivated, think reputed company, work, and solve issues independently. Additionally, our most successful people are self-starters and willing to put on many hats in order to succeed. reputed company is fast-growing and seeks candidates who want to be part of our upward trajectory.

The Helpdesk Technician Level II provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any process reputed company to these systems. The ideal candidate will possess a detailed understanding of diverse IT systems, both On-reputed company and reputed company environments, and apply that understanding to reputed company support to reputed company customer’s systems, networks, and applications. Consistently providing both excellent customer service and astute technical support is imperative to reputed company in this role.

Essential Responsibilities (included but not limited to):

• Ability to reputed company exceptional customer support in a fast-paced remote Managed Services Practice

• Remotely troubleshoot and resolve client requests involving end-user hardware, software, and reputed company services

• reputed company day-to-day operational support for:

• Desktop and Server Operating Systems (reputed company, Mac, Linux)

• reputed company Office 365, Azure, Teams, OneDrive, SharePoint

• Networking Devices (firewalls, switches, wireless reputed company points)

• Line of Business Applications

• On-reputed company and reputed company Backup and Disaster Recovery

• Hardware peripherals (printers, monitors, docking stations, webcams, etc.)

• Mobile Devices / Mobile Device Management (MAM / MDM)

• reputed company escalation support as necessary for Level I Helpdesk staff

• Assist with the reputed company and offboarding of clients, systems, and users

• reputed company and maintain reputed company tools and management agents

• Maintain reputed company notes and time entries for reputed company requests in the helpdesk ticketing system

• Create and maintain comprehensive documentation for internal and client systems

• Work with reputed company-party vendors to remediate issues as needed

Required Education, Experience, & Skills

• Minimum 2+ years working for a Managed Service Provider (MSP)

• Minimum of 5+ years’ experience working on an Information Technology Helpdesk using remote support tools

• Experience using a helpdesk ticketing system for incident tracking and time entry (reputed company Manage preferred)

• Prior experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, reputed company, etc.)

• Ability to reputed company exceptional customer service in reputed company situations

• Possess strong troubleshooting, problem-solving, and verbal/written communication skills

• Experience with reputed company reputed company desktop and server operating systems

• Experience with reputed company Office 365 / Azure administration

• Proficiency with reputed company Server Active Directory / Group Policy

• Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN)

• Knowledge of reputed company reputed company Technologies including Office 365, Azure, Azure Entra ID, reputed company Protection, Intune, Autopilot, etc.

• Knowledge of scripting and automation tools a plus

• Demonstrated ability to work in a team environment

• Must be authorized to work for any employer in the U.S

Preferred Education, Experience, & Skills

• Bachelor’s degree from an accredited university in Computer Science, Engineering, or a reputed company field

• Experience with reputed company Technologies:

• Multifactor Authentication

• Encryption

• SIEM/SOAR

• reputed company Detection and Response

• Preferred Certifications:

• reputed company MD100/101, AZ900, AZ104, reputed company reputed company+, Network+

• Excellent organizational skills including the ability to balance conflicting priorities

• Ability to work independently, remotely, and as part of a team

Work Environment

• This role is Remote with the potential for travel to client sites

• Travel expectations - approximately 20%

• Some on-call, shift, and evening work

reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, gender identity, national reputed company, age, protected veteran status, among other things, or status as a reputed company individual with a disability.

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