Helpdesk Support Specialist
About The Position
This person will be providing in person and remote support to one of Alliance's largest customers. They will be using Connectwise ticketing system (internal ticketing system for Alliance) to field the calls which could range from printer issues, network connectivity and Windows 7/8 and Windows 10. This individual also must have some VPN support experience as well as Active Directory support (resetting passwords, unlocking accounts). After this person is trained they may be traveling to client sites to provide hands-on support to any issues they could not solve over the phone. This person will also be responsible for going onsite to meet with clients. Providing face to face, troubleshooting of multiple networks and following up with service orders. Additionally, there is heavy Documentation involved along with remote troubleshooting and server troubleshooting. This individual will also be responsible for troubleshooting within Active Directory, providing support with DHCP/DNS. Along with slight SQL work and working with 3rd party vendors.
Requirements
- Windows
- Active directory
- Microsoft Office
- Office 365
- Help desk support
- Customer service
- VPN support experience
- Active Directory support (resetting passwords, unlocking accounts)
- Troubleshooting multiple networks
- Remote troubleshooting
- Server troubleshooting
- Troubleshooting within Active Directory
- Support with DHCP/DNS
- Slight SQL work
- Working with 3rd party vendors
- A+ certification required (or able to obtain in first 6 months)
Nice To Haves
- Network+ certification preferred
- Security+ certification preferred
- Great personality and effective communication
- Ability to be trained and grow in the role
- Ability to be independent and take charge of things
Responsibilities
- Providing in person and remote support to customers.
- Using Connectwise ticketing system to field calls.
- Troubleshooting printer issues, network connectivity, and Windows 7/8/10.
- Providing VPN support.
- Providing Active Directory support (resetting passwords, unlocking accounts).
- Traveling to client sites to provide hands-on support.
- Going onsite to meet with clients.
- Providing face-to-face troubleshooting of multiple networks.
- Following up with service orders.
- Performing documentation.
- Performing remote troubleshooting.
- Performing server troubleshooting.
- Troubleshooting within Active Directory.
- Providing support with DHCP/DNS.
- Performing slight SQL work.
- Working with 3rd party vendors.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
