Starts With ABC is looking for a Help Desk Technician II to join our IT team. The Level II Service Desk Technician’s role is to ensure proper computer and server operation so that our customers can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help at the desktop and server level. Ensure reliable operation of all windows servers and VMware Environment. Responsible for keeping server systems up to date with latest service releases. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Maintain reliable backups of specified systems. Alert management to emerging trends in incidents. Assist in software releases and roll-outs according to Change Management best practices. Assisting in providing Level I Support when request volumes are high. Act as an escalation point for advanced or difficult help requests. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software and ensure virus definitions are up-to-date. Perform preventative maintenance, including checking and cleaning of servers, printers, and other devices as required. Perform post-resolution follow ups with Level I Technicians as required. Develop help sheets and FAQ lists for end users. Conform with and abide by all regulations, policies, work procedures, safety rules and instructions. Perform other duties as required. Qualifications: College diploma or university degree in the field of computer science and/or 3 years equivalent work experience. Knowledge of advanced computer hardware, including IBM, IBM BladeServers, NAS, & SAN. Experience with desktop and server operating systems, including WindowsXP, Microsoft Exchange Server, VMWare, and Windows 2003 Server. Fluent English. The position requires the ability to work with a personal computer in a Windows environment. Requires proficiency in Word, Excel, Outlook, Access, and PowerPoint; must know Microsoft Outlook calendar and inbox, Microsoft Office 2007.

Qualifications: College diploma or university degree in the field of computer science and/or 3 years equivalent work experience. Knowledge of advanced computer hardware, including IBM, IBM BladeServers, NAS, & SAN. Experience with desktop and server operating systems, including WindowsXP, Microsoft Exchange Server, VMWare, and Windows 2003 Server. Fluent English. The position requires the ability to work with a personal computer in a Windows environment. Requires proficiency in Word, Excel, Outlook, Access, and PowerPoint; must know Microsoft Outlook calendar and inbox, Microsoft Office 2007. Job Type: Full-time

Please share why you are looking for a new role Please share your desired annual earning (a range is fine TY) Education: High school or equivalent (Required) Work Location: One location

High school or equivalent (Required) Work Location: One location

Job Type: Full-time

Pay: $55,000.00 per year

Benefits:

• Flexible schedule

Schedule:

• 8 hour shift
• On call

Experience:

• Customer service: 1 year (Preferred)

Work Location: Remote

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