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- Provide onsite, remote, and phone support for SMB IT customers
- Maintain full professionalism when working with customers
- Work under minimal supervision and be a self-starter
- Service, configure, install, and maintain customers' IT equipment (Windows servers, workstations, routers, switches, etc.)
- Maintain customer documentation and service logs
- Manage own service tickets and timesheets
- Work with other departments to provide a complete customer solution
- Ability to work some late nights and some weekends (scheduled as needed)
- Associate Degree (Preferred)
- Help desk: 2 years
- Windows: 2 years
- 2 years’ experience working in an MSP environment
- Microsoft Certifications preferred especially Azure
- A+ or equivalent
- Able to troubleshoot infrastructure network environments for SMB clients.
- Able to configure, set up, install, and troubleshoot firewalls, managed switches, routers, WIFI systems.
- Able to configure, install, troubleshoot Windows server and workstation operating system (Win 8 10, 11, 2012, 2016 & 2019)
- Able to configure, troubleshoot, and repair desktop software such as MS 365, Adobe and others
- High energy, positive attitude team player
- Ability to follow instruction and get work done on a timely basis
- Detailed knowledge of Active Directory and its functions (Users/Groups, NTFS permissions, Group Policy, etc.), and be able to configure and troubleshoot AD issues
- Experience managing and maintaining network environments (workstations, servers, router, firewall, and switches
- Be detail-oriented with a sense of urgency and commitment to results
- Ability to work independently, handle multiple tasks, prioritize, and meet deadlines
- Have excellent speaking, writing, and problem-solving skills
- Ability to provide great customer service
- Provide Tier I, II desktop and application support to our customers in on-prem and hosted environments
- Installation, operation, maintenance, and repair of operating systems, networks, and programs on computers, tablets, cell phones, and servers
- Manage and maintain routers, firewalls, wireless devices, and other networking equipment
- Good at working with Windows Server, Windows Desktop, and Mac operating systems (optional)
- Manage, configure, and secure Office 365 suite
- Implement multi-factor and remote access solutions
- Maintain AD, GPO, VPN, DNS, DHCP, VLAN, WAN
- Working experience with networking: switches, routers, servers, cables, firewalls, LAN/WAN, TCP/IP, DNS, UDP, latency, VoIP, QoS
- Microsoft SQL Server 2008 and higher
- Experience with complex Microsoft Active Directory environment
- Administration and troubleshooting of complex Group Policy
- Azure experience a real plus
- BS Computer Technology a plus