Help Desk Technician Level II

About the Company

One of Western New York’s leading providers of software and network solutions is seeking a Help Desk Technician Level II to support their external clients.  This is a fun, creative place to work where you will work hard and play hard!  New office space offers amenities like pool table, darts, ping pong and gaming room.  If you are looking for a laid back, family oriented company, this is the place for you!

About the Job

You will provide Level II support to external customers.  There is definitely a career path if you are looking to grow into a Field Engineer.

Will handle approximately 10-25 calls/ day

Create and update tickets detailing the issues and troubleshoot problems, escalating when necessary

Work closely with their Engineers in the initial preparation of new client equipment

Follow up on older tickets to ensure problems are resolved on time and to the clients satisfaction

Requirements:

• Associates or Technical Degree in Computer Science/Engineering or equivalent work experience 
• 3-5 years’ experience which includes good troubleshooting skills on Windows 7 & Windows 10 platform. 
• Office 365 Support
• Previous experience working for a Managed Service Provider is preferred
• Active Directory/Group Policy
• Experience working with a ticketing system
• Documentation of technical issues 
• Server troubleshooting skills
• Excellent customer service skills and a passion for helping people 
• Must be willing to work on-site and be somewhat flexible with working hours.  Will be mostly 8 a.m. – 5 p.m. however hours may be expanded at some point between 7 a.m. – 6 p.m. in the future.

This is a direct hire.

Medical/Dental/PTO/Health Benefits Available