Job Summary
Help Desk Level 3 will report to the Help Desk Manager, and the Project Team for related projects, and will be responsible for many different projects, including the design, migration, implementation, and/or management of critical infrastructure systems, ensuring the highest levels of availability, performance, and security. Examples of projects that the Help Desk Level 3 will handle are migrating a business to Office 365 or moving their servers to Azure.
Duties
- Assist in Developing project plans, goals, and budgets; identifying resources needed
- Communicating with the Project Team and clients on projects in a timely and professional
manner at all times.
- Working well in a team and having great customer service skills.
- Responsible for the review, assistance and completion of Help Desk Tickets.
- Support aspects of Windows Server across a physical and virtual (VMware/Hypervisor)
environment, including installation, configuration, security hardening, and storage/capacity planning.
- Manage Active Directory and directory service technologies, including GPO, DNS, and DHCP.
- Office 365 (o365) email planning, migration, design, and implementation.
- Assist L1/L2 Help Desk on support ticket needs.
- Serve as an escalation point for L2 tickets from the end-user support team.
- Keep up to date on current technologies, industry news, systems compliance requirements,
standards, and industry trends.
- Mentor and train staff on Help Desk best practices.
- Systems changes outside of business hours or after-hours support may be required.
- Will be required to take support calls for the Help Desk, Projects and assist in the client needs
- Driving to client sites when needed is required, so you must have a clean DMV record.
- Must be willing to be available to take calls after hours for a week every other month or so to
cover the on-call schedule.
Experience
Strong knowledge and experience in technical applications, and problem resolution
o Autotask, Connectwise, RMMs, Kaseya, IT Glue, etc.
o Industry certifications. (CompTIA, Microsoft, etc.)
o Firewall Experience.
o Azure Experience.
o Amazing customer service skills.
- Excellent written and verbal communication skills including interpersonal / customer service
skills
- Superior analytical and problem-solving abilities with keen attention to detail
Join our team as a Help Desk Analyst to contribute your technical expertise and enhance our IT support services.
Job Type: Full-time
Pay: $25.00 - $32.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Help desk: 1 year (Preferred)
Location:
- Reno, NV 89509 (Required)
Ability to Commute:
- Reno, NV 89509 (Required)
Work Location: In person
