Service Desk Technician II

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Serve as the initial point of contact for ticket intake and escalations during after-hours as a Service Desk Technician II.

• Collaborate with 24/7 operations and centralized teams to meet client contractual commitments.

• Oversee client service tickets to ensure timely resolutions or appropriate escalations.

• Support the phone queue during peak periods or high call volumes.

• Keep precise ticket records utilizing service management software like ConnectWise Manage.

• Diagnose and resolve client issues while conducting root-cause analyses.

• Implement software upgrades and address system deficiencies or process challenges.

• Develop, revise, and maintain client documentation.

• Recognize and convey infrastructure enhancements and security issues.

• Mentor and guide colleagues.

• Comply with industry best practices, as well as security and operational guidelines.

• Complete assigned tickets within designated outage windows.

• Handle escalations from management and other departments.

• Identify technical issues, foresee potential system failures, and escalate as necessary.

• Detect misconfigured services or applications and escalate appropriately.

• Document technical processes and solutions effectively.

• Review, enhance, and create Standard Operating Procedures.

⛳️ Requirements

• 2-3 years of experience in Help Desk roles.

• Proficient in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications.

• Strong understanding of Microsoft 365, Google Workspace, Microsoft Exchange, relevant email technologies, and spam filters.

• Familiarity with Hyper-V and VMware management consoles.

• Intermediate knowledge of at least one cloud platform and its management console.

• Experience with software deployment processes.

• Knowledge of firewalls, managed switches, and wireless access points (WAPs).

• Understanding of RAID, NAS, and SAN concepts.

• Familiarity with Apple macOS.

• Experience in VOIP phone support.

• Proficiency in iOS and Android platforms.

• Experience in generating vendor access accounts in line with security best practices.

• Capability to troubleshoot and resolve issues related to secure remote access methods.

• Skilled in creating limited domain user accounts and delegating local server administration tasks.

• Knowledge of auditing and implementing need-to-know access controls and permissions.

• Experience managing shared drive permissions and security groups.

• Experience optimizing and applying group policies.

• Familiarity with security tools and best practices.

• Strong problem-solving, organizational, time-management, communication, and collaboration abilities.

• Ability to grasp business implications and explain technical concepts to non-technical audiences.

• Proficient in professional communication in English, both written and spoken.

• Ability to draft business correspondence and process documentation.

• Capable of presenting information and responding to inquiries.

• Must be a U.S. citizen due to federal government contract requirements and access to secured information systems.

• Desired certifications include CompTIA A+, CompTIA Network+, CompTIA Security+, and related Microsoft certifications.

• A Bachelor’s Degree in Computer Science, Information Systems, Engineering, or equivalent work experience is preferred.

• Availability to work the specified overnight schedule.

• Secure workspace that meets company remote-work and security standards.

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees and their families.

• 401k plan with company-matched contributions.

• 4% match on 5% contributions, with no vesting period.

• Group Term Life and Accidental Death and Dismemberment coverage provided by the company.

• Short-Term and Long-Term Disability coverage at no cost to employees.

• Options for Health Savings Accounts (HSA) and PPO plans.

• Employee Assistance Program available.

• Paid Time Off (PTO) policy.

• Volunteer Time Off (VTO) for community service.

• 8 paid holidays throughout the year.

• 3 floating holidays for personal use.

• Education Reimbursement Program to support learning and development.

• Employee Referral Program with cash bonuses for successful hires.

• Dynamic Recognition and Rewards system for outstanding performance.

• Clear pathways for promotion and career advancement.

• Opportunity to work with industry-leading talent.

• Remote work arrangement with occasional travel as needed.