Help Desk Level 2

RMON Networks, Inc
Plaistow, NH
Apr 15, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe

Job Description

Position Summary: Help Desk Level 2

The Help Desk Level 2 Engineer will have responsibility for both onsite and remote client support, including heavy interaction with end-users in diverse computing environments. The Help Desk Level 2 acts as second level response for complex end user service requests and incident troubleshooting. The Help Desk Level 2 will have responsibility for server level service requests and incident support. We value our relationships, always strive for excellence, do whatever is necessary, and are always looking for team members that share our desire to provide quality IT services to our clients.

Basic Qualifications:

• Associate's Degree, Technical Degree or equivalent work experience

• 4+ years desktop support experience

• Excellent problem solver with excellent written and oral communication skills

• Ability to take ownership of tasks, prioritize effectively and ensure complete resolution

• Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations

• Experience troubleshooting workstation and server software and hardware issues

• Knowledge of mobile device configurations and troubleshooting

• Experience with Active Directory, Group Policy and Permissions Management

• Experience supporting various server roles including DHCP, DNS File, Print, RDS and Web servers

• Passionate about delivering excellent customer service

• Valid driver's license and reliable vehicle

• Willingness to travel to clients when needed in the Greater Boston and NH area

• Is available to work after hours when necessary

• Ability to articulate technical information and convey to non-technical people

• Must be able to work in a team environment as well as alone

• Attention to detail while performing technically detailed tasks

• Ability to deal effectively with stressful situations

• Strong understanding of LAN concepts and protocols

• Ability to comply with pager guidelines

• Ability to understand technical concepts and apply them into technical documentation

Other Preferred Technical Knowledge

• Experience with switches, routers and firewalls (HP, Cisco, SonicWALL, Sophos, Calyptix)

• Experience with monitoring and remote management tools

• Experience with MAC Desktops and Laptops

• Experience with VMWare and HyperV

• Experience with VDI and Remote Desktop

• Experience with Microsoft Exchange and Office 365

• Experience with troubleshooting StorageCraft backups

• Experience with TrendMicro and Sophos AV

Preferred Certifications:

• Microsoft: MCP/MCITP for Windows Server 2008 and above

• Network +

• Security +

Company Description
RMON Networks in New Hampshire is a leader in the design, implementation and management of high performance Information Technology Systems ("ITS") solutions. We deliver fully integrated IT solutions capable of servicing small to medium-size businesses throughout the region. Through a fully integrated approach, RMON Networks offers a broad range of products and services including IT infrastructure design, implementation and management, virtualization and storage, managed services, cloud computing, security and regulatory solutions, staff augmentation, voice/data/video integration, installation and maintenance. Our client roster includes manufacturing, banking and healthcare facilities among other small to large companies in our region.

Plaistow, NH


Fri, 14 Apr 2017 06:51:31 PDT