Information Technology Victoria Area
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Information Technology Victoria Area

Desktop Support Analyst, Tier 2

-Troubleshoot difficult or time-consuming issues on PCs, laptops, peripherals, printers, mobile devices, and Office 365 -Completing root cause tickets to find permanent and effective solutions -Proactively communicating ticket status and updates directly to clients -Proactively assisting with training of existing and new members of the team -Assist with solutions on escalated tickets, update knowledge base and use the opportunity to mentor the team -Documenting SOPs and issue resolutions in our documentation system -Assisting with overall help desk tickets when time allows -A willingness to work flexible hours when required to meet client deadlines -Tracking time and submitting time sheets for work completed through Connectwise -Visit client sites when required, to discover issue and/or root causes to physical components, perform requests, or complete issue resolution -Quickly assess and troubleshoot complex problems and device effective solutions -Incident management -Active directory user management -Troubleshooting and maintenance of IT hardware -Audio visual support Requirements: -Minimum 2-3 years of experience in IT Service and Support industry -At least two professionally recognized certifications (A+, Network +, Security +, Microsoft, Cisco, etc.) -Setup and configuration of VM, troubleshooting -Troubleshooting experience with: Network administration and Windows 10 OS -Intermediate to proficient knowledge of MS Office applications; Office 365 support experience -Extensive Microsoft environment knowledge including servers, licensing, AD, & DHCP -Extensive infrastructure knowledge, including networking, router/firewalls, servers, & workstations -Excellent organizational skills with motivation, self-direction, and good time management skills Additional Assets: -Experience with ConnectWise, ITGlue, PowerBI -Experience with Fortinet, Cisco IOS, Meraki, Ubiquity, PFSense, etc -Experience with VDI, virtualization technologies, and cloud hosting -Experience with SolarWinds RMM tools (N-able) -Experience with Windows Virtual Desktop, Remote Desktop Services, or Citrix environment -Understanding DNS, especially as related to web and mail service

Ad #
39148717
Posted
September 7, 2021
Expiry
October 7, 2021
Status
EXPIRED
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