What are the responsibilities and job description for the Help Desk Technician position at IntePros?
IntePros is supporting our Managed Service Provider (MSP) client in Conshohocken, PA to find a Help Desk Engineer to provide Tier 1 and Tier 2 support for their growing client-base. Preference will be given to candidates who have experience supporting diverse technologies in mid-sized businesses.
Key Responsibilities
Key Responsibilities
- Follow established processes to ensure consistent and high-quality results.
- Provide support for Microsoft’s core business applications and other lines-of-business software.
- Help with computer hardware, including workstations, servers and printers.
- Troubleshoot and resolve issues with network hardware such as WAN/LAN connectivity, switches, routers, firewalls, and wireless access points.
- Ensure network security by supporting security solutions.
- Assist with the management and support of VoIP systems.
- Provide expertise and support for Active Directory, including user management, OUs, GPOs, trust relationships, and more.
- Oversee backup and disaster recovery systems.
- Provide basic support for VPNs and Remote Desktop Services (RDS).
- Monitor system alerts and notifications through an RMM tool, responding to service tickets as needed.
- Provide after-hours support on a rotating on-call schedule.
- Become the subject matter expert (SME) for assigned technologies and systems.
- Strong verbal and written communication skills.
- Excellent technical diagnostic and problem-solving abilities.
- Capable of multitasking, adapting quickly to change, and responding with a high sense of urgency.
- Technical awareness and the ability to appropriately match resources to technical issues.
- Familiarity with technical support tools and techniques used in IT services.
- Typing skills for quick, accurate entry of service requests and details.