Manage Help Desk tickets in a timely manner
Respond to customer issues via phone, email and computer chat
Provide customer assistance
Document customer interactions
Run diagnostics to resolve customer reported issues
Escalate issues to the next Tier with next level of difficulty
Install, make changes and repair computer hardware and software
Follow-up with customers to ensure issues are resolved
Customer Onsite Visits and Onsite Support
Willing to do light System and Network Admin work and grow into an Associate System Admin full time
Willing to do project work during down time, racking network equipment, and learning system admin duties
Patch management
Scripting
Network Deployment of Meraki Equipment
Manage Meraki Networks for Clients
Learn Azure and Cloud systems for administration
Learn 3cx VOIP cloud phone system
Printer and Copier deployment with Paper Cut Hive Cloud setup etc..

Proficiency with iOS and Windows computers
Excellent oral communication skills
Detail oriented in order to keep detailed notes on tickets
Ability to diagnose and resolve basic computer technical issues
Knowledge of Microsoft Office 365, Google G-Suite, and other domain services
Email Client Configurations
Networking (basic understanding of switches, firewalls, VPN clients, wireless networking)
Basic experience with Windows Server Active Directory, DNS, DHCP

Help Desk – Level 2

Key skills