Responsibilities:

• Serve as the initial point of contact for customers engaging our support center as well as an escalation point for Tier 1 Technicians
• Responsible for the logging of all incoming communications (email, voicemail, live calls, etc.) into the ticketing system in a timely manner with correct prioritization
• Document all relevant information including name, department, contact information, nature of issue, troubleshooting steps taken and resolution
• Utilize knowledgebase, FAQ's, teammates, and all other available resources to aid in incident resolution to resolve customers' issues effectively and efficiently
• Perform preventative maintenance when needed including checking and cleaning workstations, printers, and peripherals
• Install, configure, and maintain network and server equipment such as routers, switches, wireless access points, server hardware, storage arrays, and firewalls
• Diagnose, troubleshoot, and resolve network issues
• Harden corporate network security and quickly close identified vulnerabilities
• Thoroughly document, build and maintain documentation, guides, and diagrams that can be utilized by all members of the IT department concerning network processes, procedures, and practices

Qualifications:

• 3-5 years' experience in IT help desk and customer service
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• Exceptional communication skills; capable of explaining and documenting procedures in writing and verbally especially for non-technical people
• Ability to work independently with minimal supervision as well as in a part of a team
• Working knowledge of a range of diagnostic utilities
• Practical knowledge of networking technologies, including LAN, WAN, VLAN, NAT, DMVPN and routing protocols
• Experience maintaining Windows Server operating systems and roles such as Active Directory Domain Services, File and Print Services, DHCP, and DNS