The Helpdesk Agent oversees network components and is responsible for network management. Administers, monitors, fixes, and maintains items such as servers, endpoints, software, backup systems, and other systems and devices. Uses RMM software to assist in managing the networks.
Key Responsibilities:
- Monitor N-central RMM portal for alerts.
- Provide installation, maintenance, and troubleshooting for IT systems, devices, and software.
- Provide professional communication, both written and verbal via phone, email, and chat among the organization and with end users
- Escalate issues when applicable.
- Document all service request information into internal database systems according to stringent guidelines and procedures.
- Participate in company meetings and trainings.
- Participate in special projects and perform other duties as required.
Qualifications:
- Technical knowledge of a broad range of IT related products
- Specialization and expert knowledge of some specific IT products are typical
- Substantial understanding of the job, apply knowledge and skills to complete a wide range of tasks
- Consistently work on complex assignments requiring independent action and a high degree of initiative to resolve issues
- General education, vocational training and/or on-the-job training. Accredited, IT related certifications are typical. Accredited, IT related bachelor’s degree is preferred.
- Excellent time management skills and the ability to prioritize work
- Customer service oriented and ability to work with and resolve complex issues
- Excellent written and verbal communication skills
Specific Knowledge and Skills:
- Intermediate level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of IT related products including but not limited to: o Hardware for desktops, laptops, and tablets o Hardware for small business servers o Current Microsoft supported Windows desktop and server operating systems o Small business switches, routers, firewalls, and access points o Peripherals, printers, scanners, displays, and interface devices o Data backup systems, software, and media o Business productivity software, email, web browsing, security software o Miscellaneous devices, cabling, memory, storage, add-on components o Domain, user accounts, software accounts o Network connectivity and wireless access issues o Update and patch deployment, virus removal, malicious software removal
- Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, remote access software, and call center phone systems is typical. Prefer experience with N-able RMM software, MSP Backup software, LogMeIn Rescue, Bomgar, Sales Force, Dell, HP, Lenovo hardware, Windows Server OS, Windows Desktop OS, WatchGuard network devices and software, Synology NAS, Ubiquiti network devices, AVG, Webroot, AV Defender.
