IT Help Desk Technician II
Location: Cleveland, OH
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Help Desk Technician II Position OverviewWe are seeking an experienced IT Help Desk Technician II to join a dynamic IT solutions provider in Cleveland, OH on a full-time basis. The IT Help Desk Technician II is responsible for delivering comprehensive technical support to end users, ensuring optimal system operation, and providing timely resolutions to IT issues. This role is pivotal in supporting organizational productivity by managing a range of IT support requests and acting as the escalation point for complex technical problems.
Key Responsibilities- Deliver prompt and courteous support for incoming service desk requests via telephone, web portal, and email, ensuring timely and effective issue resolution for users.
- Provision and configure systems for new hires, ensuring seamless onboarding and system accessibility.
- Prioritize incidents and service requests according to established processes to meet defined Service Level Agreements (SLAs).
- Utilize remote diagnostic tools and troubleshooting utilities to resolve support tickets efficiently.
- Administer servers using Active Directory, File and Print Services, DNS, and DHCP, supporting core IT infrastructure functions.
- Install and maintain antivirus software, ensuring virus definitions are current and systems are protected.
- Perform network administration and maintenance, including firewall and switch management.
- Optimize and maintain network software and hardware to support secure and reliable connectivity.
- Build and deploy file servers as well as cloud computing solutions to meet evolving business requirements.
- Configure and deploy Voice over IP (VOIP) solutions, supporting modern telecommunication needs.
- Manage Microsoft Exchange Server to ensure reliable email communication and collaboration.
- Support and administer telephone solutions as part of the unified communications infrastructure.
- Monitor alert systems and take appropriate action based on established guidelines to maintain system integrity.
- Analyze event logs and system messages to diagnose and repair IT issues effectively.
- Receive and address escalated service requests that require advanced troubleshooting and expertise.
- Minimum of four years hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange Server, and Active Directory.
- Two to three years of experience in a client-facing environment, such as sales engineering, with excellent communication skills.
- Familiarity with Managed Services Provider (MSP) environments is a plus.
- Experience with remote monitoring and management (RMM) tools such as Connectwise RMM and Autotask PSA is advantageous.
- Proven organizational and time-management skills, with the ability to manage multiple tasks simultaneously.
- Experience in writing technical proposals and implementing IT solutions tailored to business needs.
- Exceptional customer service skills, strong problem-solving abilities, and a professional, team-oriented attitude.
- Strong understanding of technology infrastructure and business productivity systems.
- Sales training experience is considered a plus.
- CompTIA Network+ and/or CompTIA Security+ certifications.
- Microsoft certifications such as MCSA (Microsoft Certified Solutions Associate), MCSE (Microsoft Certified Solutions Expert), or MCITP (Microsoft Certified IT Professional).
- Cisco certifications such as CCNA or CCIE are highly desirable.
This full-time IT Help Desk Technician II position offers challenging work, ongoing career development opportunities, and a supportive work environment. The Cleveland, OH area is known for its vibrant business community and offers a positive setting for professional growth in the IT field.