2 IT Service Desk Technician - Level 2 Jobs in Tampa, FL
CIO Technology Solutions is Hiring an IT Service Desk Technician - Level 2 Near Tampa, FL
General Duties
- Provide helpdesk support and resolve problems with a positive customer experience
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
- Following established change control oversight, modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.
- Record all support activities, progress, actions, and status tasks within the ConnectWise ticketing system. Provide clear and detailed closure comments for customer review.
- Assist with the onboarding (new agreement engagement) of new users
- Install, test and configure new workstations, peripheral equipment and software (internal prestaging and onsite)
- Assign users and computers to proper groups in Microsoft Windows Active Directory environment
- Perform timely workstation hardware and software upgrades as required
- Participate in the after-hours "on-call" rotation schedule.
- Document "unique to customer" or "systemic problem" resolution activities for future staff reference.
- Perform technical review or evaluations of new or existing products or software as assigned.
- Engage in Microsoft Windows Server, Exchange, and SQL installation, support, and troubleshooting
- Mentor Level 1 staff regarding core technology skills required for CIO managed customer networks.
- Customer data backup services, response, troubleshooting, and validation of data
- Familiarity with Virtual server environments (IE Citrix/VMWare/Hyper-V)
- Network Switching, VLAN configurations, Layer 2/3
- Strong skill with networking and server protocols such as TCP/IP, SNMP, DNS
- Microsoft Windows professional version desktop operating systems (most current 3 versions)
- Windows Server Active Directory user support
- Network Printer/Scanner setup and support
- Microsoft Server based systems (Windows, Exchange, SQL), migration, version upgrades, and domain migrations.
- Firewall functionality, UTM setup/configuration, Tunnel setup, alerting and reporting activities.
- Storage Systems (SAN, NAS, ISCSI) based platforms. .
- Meet or exceed individual service delivery SLA (Service Level Attainment) requirements by month and annual statistical goals for service ticket response and resolution targets.
- Meet or exceed individual service delivery customer survey response rates and ratings by month and annual statistical goals.
- Meet or exceed "on-call" escalation SLA within target response times, escalation, ticket creation, and time recording.
- Maintain accurate daily time-sheet start/end time entries and submit time sheet by the weekly deadline
- 4 years of IT support experience within a MSP (Managed Services Environment)
- 2 year (AS) degree in Computer Technology, similar degree or experience
- CompTIP A , Network , Security Plus, similar certification or experience
- Microsoft, Cisco, VMWare (or other key vendor/manufacturer specific technical certifications or experience)
- Hybrid work environment
- PTO Package, including 15 days off in Year 1
- IRA Package with 100% match
- Frequent company events, lunches and other perks
- Business casual attire
- Referral Bonuses
- Complete Insurance package (includes health, dental, vision, life, and ancillary coverage options)
- Community Volunteering Program with PTO Comp
- Compensation: $40-55k depending on qualifications
Job Summary
Full Time
IT Outsourcing & Consulting
$44k-59k (estimate)
04/12/2023
10/29/2024
ciotech.us
TAMPA, FL
<25
2010
WILLIAM E GARRETT
$5M - $10M
IT Outsourcing & Consulting
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About CIO Technology Solutions
Founded in 2010, CIO Tech was established to provide cost affordable, worry-free IT support to business so their focus could be their business - not their IT. Our goal is to lessen distractions so you can achieve success. Put simply, Dont Think About IT. Thats Our Job.. We offer support and a wide-range of IT services in an effort to address the IT issues you may face so we can meet them head on. Heres a list of some of the services we provide: Managed IT Services IT Consulting Cloud Services IT Support (Network, Server, Desktop, Web Hosting & Malware) Microsoft Solutions What else can you exp...ect from us? Top-notch customer service from IT experts who love what they do. Our team works hard to ensure your satisfaction and understands your success is our success. Dont believe us? Give us a call today and find out for yourself.
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