IT Help Desk Technician II

This is a Level II helpdesk position, with excellent opportunity for the right candidate to grow their career in information technology. At RSN we strive to promote from within our own team. From this position you will have opportunity to grow into other technical roles such as Systems Admin, Network or Systems Engineer, Software Engineer, Cybersecurity, or even Operational Management.

We are looking for candidates with a strong work ethic, excellent interpersonal skills, who are ready to learn and become part of a close team of IT professionals that leave their ego at the door. Strong attention to detail is a must for all positions. You will be exposed to IT best practices as well as bleeding edge concepts and ideas in networking, enterprise voice systems, enterprise WiFi systems, Office 365, Azure, Active Directory, virtualization, scripting, Cybersecurity, and much more. There is no shortage of things to learn, classes to take, and plenty of opportunities for the right candidate.

Our ideal candidate will also have low voltage experience.  You must know how to terminate CAT5/6. You will also need to know how to tone out multiple 66 blocks and be able to punch down 66/110 blocks.

This position will be working out of our office with some travel to customer locations to install Phone Systems, Enterprise WiFi, Network equipment, Computers and other equipment.

Responsibilities and Duties

• Learn/Interact with our Helpdesk systems, Endpoint Management Tools, and Documentation system.
• Receive systems from customers that might need minor hardware repair and re-imaging.
• Take support calls and call center escalations.
• Troubleshoot workstation and laptop operating systems (Window 10/11).
• Troubleshoot Microsoft Office apps.
• Work with the acquisition team when applicable when onboarding new customers and locations.
• Network troubleshooting
• Mobile Device Management
• Phone System Installation and Troubleshooting
• AD and M365 User/Mailbox Administration
• Have a lot of patience to work with customers remotely that do not understand computers.

Qualifications and Skills

• High school diploma or GED
• Demonstrated knowledge of all Windows Desktop Operating systems, Microsoft Applications/Office, Windows Server, and security practices.
• Minimum 3-5 years’ experience as an IT help desk technician, or equivalent demonstrated skill levels.
• Hands-on troubleshooting experience with Windows 10 & 11, MS Office, etc.
• Knowledge of basic network protocols and LAN/WAN environments, including routing, switching, VPN, and physical wiring infrastructure.
• Strong PC and troubleshooting skills
• Strong knowledge of Physical Network Connectivity, hardware, PCs, Laptops, Network Cards, and RAM
• An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills
• Ability to work with peers in a team effort
• Demonstrated ability to manage multiple priorities and deadlines
• A well-organized and self-directed individual who is able to work with minimal amount of supervision
• Capability to efficiently complete tasks in a fast-paced environment
• Ability to self-start and be versatile in a dynamic environment
• Ability to work extended hours, weekends, and holidays pursuant with industry demands
• Ability to work a rotating on-call shift

PREFERRED QUALIFICATIONS:

• CompTIA A+
• Cisco CCNA
• Microsoft MS100 and/or MS101

WORK ENVIRONMENT:

Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, as well as traveling to customer locations nationally. Mode of transportation for travel typically will include automobile and plane.

PHYSICAL REQUIREMENTS:

Ability to sit or stand for prolonged periods of time, work in confined space (ie wiring closet or physically connecting PC equipment on or under desks), lift up to 50 lbs, and climb a ladder.

Benefits

Pre-employment drug screening and background checks are required. The company offers a competitive salary and benefits package. EOE. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability or veteran status.

RSN Technology Systems is committed to maintaining a productive, drug-free workplace that keeps employees and customers safe from harm.

Job Type: Full-time

Salary: $55,000 - $65,000 DOE

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift
• Weekdays
• On call rotating

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 3 year (Preferred)
• Windows: 3 year (Preferred)