Help Desk Analyst II

Description

We are seeking a skilled Level 2 Help Desk Technician to join our team on a part-time basis (average 20 hours per week) to support a local Managed Service Provider (MSP). The ideal candidate has previous experience working within an MSP environment or providing direct client support during onsite escalations. This role requires a strong understanding of IT technical support and exceptional troubleshooting skills in both remote and onsite settings.

Key Responsibilities:

• Provide prompt remote and onsite IT technical support for end-user requests.
• Troubleshoot and resolve networking issues, including TCP/IP, routing, and switching concepts.
• Perform hardware diagnostics and support for workstations and servers (HP/Dell).
• Manage and implement firewalls (experience is a plus).
• Address common issues such as:
• Mapping drives and shares.
• Resolving connection problems.
• Removing viruses/spyware and performing general system cleanups.
• Configuring and troubleshooting smartphones.
• Setting up email accounts (Outlook or other clients) and managing email archives.
• Manage user accounts, including creating new users, resetting passwords, unlocking accounts, and managing groups and email boxes.
• Install and configure applications, printers, and create printer settings.
• Support VPN and remote access solutions.
• Create, update, close, route, and escalate tickets in the CRM system.
• Maintain professionalism and adherence to attendance requirements.
• Perform other duties as assigned.

Desired Skills & Experience:

Candidates with the following background and expertise will be given priority:

• Previous experience in mid-sized environments with in-house IT support resources.
• Knowledge and support of cloud computing solutions like Office 365 and Google Apps.
• Proficiency in Microsoft Group Policy Administration (certifications are a plus).
• Wireless network implementation and management.
• Familiarity with corporate antivirus remediation solutions.
• Hands-on experience with Kaseya for remote login and ticket management.
• Proficiency in Hyper-V, Citrix, and Mac OSX.

Additional Qualifications:

• Previous experience with Kaseya software is a bonus.
• Capability in managing and maintaining firewall systems is a strong plus.
• Demonstrates excellent problem-solving skills and the ability to work independently.
• Strong communication skills with a focus on client service and satisfaction.

This part-time opportunity is ideal for someone looking to join a dynamic and fast-paced MSP environment while managing flexible hours.

If you are passionate about delivering top-tier IT support and possess a blend of technical expertise and client-facing skills, we encourage you to apply.

Requirements

Microsoft, Active Directory, Computer Hardware, Configuration Management, Deployments, TCP/IP, Hyper-V, Group Policy, MS Office 365, Google Apps, VPN - Virtual Private Network, Remote Access

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