This is a fully remote position, open to applicants in United States.

📋 Description

• Address intricate desktop and server-level challenges.

• Identify and resolve recurring service desk problems through the problem management process.

• Support outsourced field personnel with PC, printer, and connectivity issues at client locations.

• Monitor and troubleshoot PRTG alerts as well as disk failures.

• Assist Project Management and Account Management teams in collecting audit data from Active Directory and Exchange.

• Participate in the Saturday on-call rotation for Tier 2 technicians.

• Manage phone calls and tickets, including dispatching and prioritizing tasks for desktop technicians.

• Provide backup support for urgent issues on Saturdays.

• Be available for critical escalated desktop problems.

• Offer technical guidance to junior desktop technicians.

• Support Helion’s managed IT, cybersecurity, compliance, and technology enablement services for automotive and heavy truck dealerships.

⛳️ Requirements

• Advanced technical expertise in resolving complex desktop and server-level issues.

• Proficient in maintaining and troubleshooting Active Directory, DNS, DHCP, DFS/UNC file shares, Group Policy, Folder Redirection/OneDrive, printers, Microsoft Exchange/Microsoft 365, Barracuda email spam filtering, SSL certificates, Cisco/Meraki networking, PRTG, VMware/Hyper-V, Kaseya RMM, DNS-based web filtering, dealer management systems, web browsers, VPNs, CRM systems, and body shop software.

• Familiarity with PowerShell and the Microsoft 365 GUI for Exchange reporting.

• Capability to configure Meraki VPN and AnyConnect.

• Proficient in installing Reynolds & Reynolds, CDK, CCC One, Rome + RomeScan, along with configuring related permissions and integrations.

• CCENT or CompTIA Network+ certification is required.