Service Desk Tier II

Direct Technology in Roseville, CA

  • Industry: Information Technology - Others
  • Type: Full Time
position filled
Direct Technology is looking for a Tier 2 Service Desk candidate to join our Managed Services Team at our office here in Roseville. This position would be in integral part of our fast-growing team and is a great opportunity for someone looking to grow and advance their career in IT. At Direct Technology, we understand that people drive technology, not the other way around. We know technology is supposed to make our lives easier and our work more productive. We believe, in the age of machines, humans make all the difference. That s why we focus on serving the human side of tech. Responsibilities: Have a strong understanding of MSP Ticket workflow and be able to provide suggestions on improving workflow process and optimization. Be an escalation point for Tier 1, Tier 2 and Desktop Support. Develop RCA s (Root Cause Analysis) for outages Assist with the following as needed; Answer calls and create tickets. Train and guide Tier 1, Tier 2 and Desktop Support. Install and deploy new workstations to customers and internally. Interface with the Engineering staff to resolve high priority and escalated issues. Troubleshoot Enterprise Management Server and Team Foundation Server Set Group Policies in Active Directory Active Directory and Exchange/O365: Create, Delete, maintain active and disabled user accounts. Set up distribution and security groups. Create external and internal DNS entries for websites for Developers. Subscription renewal. Ticketing System: Create and update tickets via AutoTask. Add notes and times to tickets. Escalate and drive each ticket to completion or resolution. Setup applications and printer drivers. Set up and troubleshoot MS Outlook 2013/2016/2019 along with MS Office 365. Server Maintenance: Perform monthly Microsoft patch maintenance on all virtual and physical servers. Documentation: Document and update technical procedures. Create User friendly documentation for internal Users and external clients. Change Management documentation Weekly rotation of 24/7 On Call For customer or internal calls and alerts. Qualifying Requirements: Previous work history and experience with an MSP or IT consulting firm. 3 years of relevant experience in Service Desk, Help Desk or Technical Support roles. Administration and use of commercial ticketing (Autotask, Remedy, etc.) system experience. Experience supporting Microsoft Windows environments. Expert level knowledge of Microsoft Active Directory, Exchange and Terminal Services. Nice to have: Microsoft (MCITP/MCDST/MCSE/MCSA) certifications. VMware, Cisco and Citrix experience and certifications. Experience with Microsoft System Center 2012. Educational Requirements: Candidates must have bachelor s degree from an accredited university OR the equivalent combination of education and experience. - provided by Dice

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