Service Desk Technician II

MRE Consulting, Ltd. (CK)

Service Desk Technician II

Join a team of highly technical individuals in a fast-paced, challenging environment we are seeking a Service desk technician II that assess and optimizes the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel. While at MRE, you will have the chance to support and improve our IT operations and help grow our technology customer base. To ensure success as a service desk technician II, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. Candidates for this position should be self-motivated, hands on, and technically oriented with a demonstrated understanding of customer service and IT processes.

Requirements

 

  • Associate or bachelor’s degree in computer science, information systems, or similar
  • At least 2-4 years’ experience in an IT performance analysis and end-user support role
  • Proficiency in ITSM (IT Service Management) software
  • Exceptional analytical and problem-solving skills
  • Exceptional levels of time management and note taking
  • Demonstrated ability to work toward short timelines
  • Demonstrated ability to work consistently to meet and work as required to resolve problems in order to meet deadlines, which may be impacted by unforeseen problems
  • Demonstrated level of organizational and critical thinking skills
  • Highly analytical with the ability to multi-task with a sense of urgency
  • Strong Knowledge of Office 365, Active Directory, Azure Active Directory, and PowerShell Scripting
  • Familiarity with Microsoft’s cloud platform, Azure, including deploying virtual machines, managing resources, and monitoring services
  • Understanding of virtualization technologies, such as Hyper-V or Azure Virtual Machines
  • Understanding of Azure Active Directory, Azure Virtual Networks, and basic Azure networking concepts
  • Experience with Microsoft Intune for mobile device management (MDM) and endpoint security
  • Configuring policies for device management, application deployment, and compliance enforcement
  • Experience configuring and managing virtual private networks for secure remote access and data transmission.
  • Knowledge of VPN protocols such as IPsec, SSL/TLS, and PPTP
  • Familiarity with Microsoft’s VPN solutions, including DirectAccess and Always On VPN
  • Strong Interpersonal skills to communicate with project leaders, engineers and users to understand business requirements and issues
  • Strong drive, initiative, accountability, and enthusiasm
  • Leadership skills with a strong drive to succeed, teach others and take on new challenges
  • Scheduled night and weekend work or on-call duty
  • Willing to travel locally to client offices for scheduled onsite visits

Responsibilities

 

  • Perform Tier 2 troubleshooting/triage of incidents, working trouble tickets, completing escalation management, and resolving/reporting of incidents of customer environments
  • Monitoring and management daily of customer environments
  • Resolving incoming client service requests remotely via email and phone, or at the office
  • Prioritizing and resolving IT concerns and escalating critical issues to relevant stakeholders
  • Avoiding service interruptions by performing routine system patches, updates, and maintenance procedures
  • Preparing training manuals materials and knowledge base articles for easy-access end-user guidance
  • Documenting processes and maintaining service desk records and SOP’s
  • Making recommendations to optimize IT performance and to prevent future problems
  • Collaborating with internal departments to ensure that IT needs are met
  • Incident Management – Manage & prioritize incidents in accordance with established service level agreements (SLAs)
  • System upgrades & patching – Assist in planning and implementing system upgrades, patches, and security updates on various platforms
  • Software deployment – Collaborate with the Tier I team to deploy and manage software applications, including licensing, compatibility, and user access
  • Basic network troubleshooting – Diagnose and resolve network connectivity issues, including troubleshooting LAN/WAN problems, DNS, DHCP, and VPN connectivity
  • Project participation
  • Keeping informed of advancements in IT
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