End User Engineer

End User Engineer

RKON Specializes in providing IT migration and transformation services for the Mergers and Acquisitions market.  RKON was recently recognized as one of the 100 best places to work in IT, highlighting our competitive advantage of empowering thought leaders and providing cutting-edge solutions for the fast-paced industry of Private Equity.

RKON is looking for ambitious IT professionals to join our award-winning IT strategy think tank and team. We have a proven track record for finding and developing IT professionals who have been underutilized in the past and believe they can achieve something greater. Join the team responsible for securing RKON’s Microsoft Gold Partnership status and helping RKON attain a spot in the Top 100 Microsoft Partners.

Position Profile:

Full-time, permanent, full benefits, W2 direct-hire.

We are pursuing IT professionals who are looking to elevate their careers. This role will provide the opportunity to get hands-on experience with the latest bleeding-edge technologies. RKON provides almost limitless potential for upward mobility in the fields of security, networking, and virtualization.

The ideal candidate will possess a strong desire to pursue a career in IT. Our Help Desk professionals are expected to provide high-quality end-user support with a strong background in PC support (Windows/Mac) and proven experience with Microsoft Office 365. Must possess above-average customer service, organizational, verbal, and written skills.

Responsibilities Include:

• Provides world-class customer service with a focus on setting a positive and supportive tone with end-users
• Provides level 1 and 2 problem resolution via phone, email, and remote support to ensure maximum possible service availability and performance
• Tracks and maintains ticket data to enable the availability of real-time status updates and accurate metric reporting
• Desktop and laptop configuration, provisioning, and support
• Support end-users in their use of applications such as Microsoft Office, VPN, and MDM, including install, modification, and repair
• Mobile phone and tablet configuration, provisioning, and support
• Perform account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets)
• Configure, maintain, and troubleshoot network connectivity and peripherals (printers, scanners, etc.)
• Answer/assist with primary user “how to” questions (how to add a signature to Outlook)
• Facilitates resolution and escalation of tickets/service requests to meet or exceed defined service level expectations
• Contributes and maintains accurate documentation to provide consistent solutions
• Completes assigned administrative projects (testing and other project-related tasks)
• Other duties as assigned

Requirements:

• Ability to be punctual and maintain a varied schedule from week to week, including rotating off-hour coverage (nights/weekends)
• Participation in a 24/7 rotating schedule. 
• Ability to show a solid and competent understanding of Microsoft 365 and MS Active Directory
• Strong PC and Mac skills, ability to troubleshoot desktop hardware and software issues
• Experience with local and network printers
• LAN/WAN and basic network troubleshooting and problem-solving
• Familiarity with email servers and spam filtering technology
• Must be energetic, self-motivated, and work well in a team environment with the ability to operate independently
• Ability to communicate clearly and accurately via phone, email, and chat
• Professional telephone demeanor with solid customer service skills and attention to detail
• Must be a quick learner capable of multi-tasking, excellent time management, and problem-solving
• Willing and able to learn and adapt to change
• Recognize opportunities and take the initiative to solve problems

Preferred Experience/Education:

• Desired Education: Associate degree in Computer Science, Information Systems, Engineering, or other related discipline Preferred
• 3 years in a technical support role (remote end-user support experience preferred)
• Previous call center experience preferred
• Kaseya RMM experience a plus
• Bilingual (Spanish) a plus
• ITIL Knowledge
• Familiarity with enterprise systems (server, backup, active directory) and network switches/firewalls is a plus
• Desired Certifications:
  • CompTIA A
  • Network
  • Security
  • Microsoft Desktop and M365-related certifications