Solutions-ITS, LLC is a dedicated group of individuals who work as a team to bring top-notch, affordable computer network services and trusted technology planning to small and medium-sized businesses. We help our clients focus on what they do best by doing what we do best: design, manage, support and maintain our client’s IT infrastructures.

Tier II Help Desk Technician

This is a mid-level technical position. This individual’s primary responsibility is to provide outstanding remote technical support, customer service and documentation for Solutions-ITS client base. In addition, this person will be involved in occasional onsite support requests and client meetings when needed.
The ideal candidate is someone with previous MSP experience who has a proven track record of mid-level technical ability, GREAT communication and customer service skills, and who is looking to take the next step toward additional responsibilities and future leadership opportunities.

Duties and Responsibilities:
• Provide outstanding customer service by troubleshooting and repairing desktop, server and network issues to customer’s satisfaction while following recognized best practices methodology
• Prioritize service request tickets and address according to client status and issue severity
• Physical setup of new workstations, servers, workstations and other network devices at client sites.
• Provide remote support via various tools as needed
• Communicate with end-users to determine issues and follow up once issues are resolved
• Communicate with 3rd party vendors as needed to assist in troubleshooting various issues
• Audit backups of contract clients as assigned
• Create and maintain client network and application documentation utilizing ConnectWise Manage
• Looks for ways to improve efficiency and processes to better serve our clients
• Participate in the on-call rotation responsibilities
• Note: Some work will be required after hours

Requirements and Experience:
• Strong written and verbal communication skills
• Excellent organizational, time management, and time tracking skills
• A love for adapting to an ever-changing fast-paced work environment
• Demonstrated attention to detailed, accurate documentation
• Professional appearance, reliable transportation and a clean driving record.
• A+/Net+
• Must be able to lift 50 lbs.
• 2+ years in related help desk position
Must be able to pass background screening

Skills and Competencies:
• A positive attitude with a strong focus on customer service and teamwork
• Strong analytical and technical troubleshooting skills
• Administrative experience with Windows and associated server applications including Microsoft Exchange, SQL, Terminal Server, IIS, SharePoint
• Familiarity with Router/Firewall implementation, configuration, and troubleshooting including VPN setup and VLAN Routing. Supported
Brands include Cisco, and SonicWALL, and Ubiquiti
• Ability to quickly learn industry-specific applications, client workflow software, accounting packages, practice management software, etc. utilizing 3rd party vendors.
• Significant setup and troubleshooting experience with Windows desktop operating systems
• Basic familiarity with Apple operating systems
• Microsoft Office applications including Office365 and Azure
• Help Desk/Remote experience
• Network anti-virus software configuration
• Basic to intermediate knowledge of backup systems and the ability to recover lost data
• Understanding of a truly “Managed” outsourced IT environment
• Strong ability to multi-task and prioritize
• Demonstrated documentation and time management skills
• Well-developed phone communication skills
• A fearless attitude towards problem-solving and working with all levels of clients (from general office workers to CEOs)

• $ Dependent on Qualifications
• Healthcare Contribution, 80+hrs Vacation & PTO accrual in the first year
A career at Solutions-ITS will offer you challenging assignments, learning opportunities, competitive pay and benefits, and the chance to be a part of a tight-knit team where your ideas will be heard and your hard work will be rewarded. Interested candidates should respond to:
Job Type: Full-time