SERVICE DESK TECHNICIAN - TIER II

Position Summary

The main focus of this position is to proactively monitor and maintain as well as assist Mytech’s managed clients’ network infrastructures and end users.  This position will be part of our managed service team who will work together to execute the primary duties and responsibilities of the department.  There will be certain tasks that require time spent outside of standard business hours, such as on call duties.

Essential Duties & Responsibilities

  • Support of Mytech Partners managed services clients and services from 8:00AM – 5:00PM (1 hour unpaid lunch)
  • Responding to Client and management agent service tickets/requests
  • Proactively monitoring and troubleshooting managed backup solutions
  • Maintaining managed backup solutions, Servers, Workstations
  • Answering phone calls and assisting in afterhours emergency support
  • Assisting in disaster recovery scenarios
  • Mobile Device Management and support
  • Proactively monitoring and troubleshooting managed network assets
  • Scheduled maintenance
  • Platform Administration
  • Assisting in management tool platform upgrades, patching, application updates, after-hour services and maintenance.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required to successfully perform in this position.

  • Minimum 2 years industry experience, specifically supporting Microsoft based environments
  • Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment
  • Experience supporting the following technologies: Required:  Windows Desktop OS’s (XP, Vista, Win7, Win8); Windows Server platforms (2003/2008/2012), Active Directory, Group Policy; Preferred: Exchange platforms (preferably, 2007/2010/2013), VLAN, VPN, HP and Cisco Switch Configurations, Routing, Wireless, Cisco, and SonicWall firewall solutions
  • Ability to concisely document processes, issues, resolutions; strong writing skills required
  • Ability to multi-task, prioritize tasks and respond with sense of urgency
  • Strong problem solving and critical thinking abilities
  • Ability to successfully and effectively work independently and within a team structure
  • Self-motivated and responsive to Management and customers
  • Strong organizational skills and attention to detail
  • Experience working with time tracking/ticketing software desired
  • Demonstrated knowledge of standard help desk service call methods and procedures
  • Exceptional ability to develop productive and positive customer relationships

Please send a cover letter and a resume to jobs@mytech.com if you are interested. (please specify which location: Colorado or Minnesota)

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