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Job DescriptionTITLE: Helpdesk Technician II DESCRIPTION:The Helpdesk Technician is responsible for onsite and remote installation and support needs for our Managed Service Clients. This relates to all technology to include but not limited to: workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software. RESPONSIBILITIES: • Communication with clients as required: keeping them informed of ticket progress, Project Status, etc., • Strong knowledge of Windows 10 Operating System as well as Office365 (Server OS a plus), • Support the local Sales Team to assist with potential new opportunities, • Technical knowledge and basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security, • Conduct network assessments as needed, • Remote access solution implementation and support: VPN, RDP, LMI, • System documentation to include system reviews and recommendations, • Implement and support disaster recovery and backup solutions, • Create quotes as needed and work with related vendors, • Take ownership of onboarding new accounts, • Maintain and constantly Improve client service, perception, and satisfaction, • Ability to work in a team and communicate effectively, • Escalate service issues that cannot be completed within agreed service levels, • Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc., • Develop in-depth knowledge of the service offerings and how it relates to client’s needs •, • Document internal processes and procedures related to duties and responsibilities, • Responsible for entering daily time and expenses, • Review IT publications and online materials to remain up to date with current and future technologies emerging in the industryREQUIREMENTS:, • Minimum 2 years technical experience or degree preferred., • Strong Diagnostic skills of technical issues, • Ability to multi-task and adapt to changes quickly, • Technical awareness: ability to match resources to technical issues appropriately, • Understanding of support tools, techniques, and how technology is used to provide IT services, • Ability to travel to outlying branch locations, customers and or multi-state travelTechnical Experience working with the following:, • Auvik, • ConnectWise, • Dell Server Architecture, • RMM agent deployment/understanding, • SonicWall Firewalls, • Basic Wireless Networks, • Ubiquiti/Unifi, • TCP/IP protocols and how they work, • LAN/WAN technologies

Job DescriptionJob Title: Systems Engineer Division: Managed IT Services Branch: Chico Reports to: Managed IT Service Manager The System Engineer is responsible for the maintenance and improvement of our internal IT infrastructure as well as providing technical assistance to team members and end users with system and network requests. The focus is on desktop support and exceptional customer service skills. Essential Duties and Responsibilities: • Exceptional customer service skills under varying conditions • Strong understanding of computer hardware and related Operating Systems. o Ability to build a pc, troubleshoot down to component level and understanding of system imaging • Support services for o Microsoft 365 Administration portal o 365 Services: Office Suite: Word, Excel, Power Point, Outlook, Teams o Firewalls and remote access: SonicWall (preferred), Net Extender o 2FA experience: Duo, Google, Microsoft o Networking: Unifi, Dell, Ruckus • Administration and maintenance of the remote monitoring and management system (RMM): update agent scripts, respond to alerts, monitor dashboard, and periodic system review • Develop and document maintenance routines for all computer systems • General support of WAN and LAN connectivity, routers, firewalls, and security • Document all work performed and time entries in related tickets in ConnectWise Manage PSA • Field Service Support- Troubleshooting and ongoing hardware support. * Regular travel is required • Refresh Projects- Participate in projects where current hardware is replaced to include but not limited to: firewalls, network switches, AP’s, workstations, servers etc. Daily Duties and Responsibilities: • Ability to work in a team and communicate effectively • Accept escalations from the helpdesk • Escalate service or project issues that cannot be completed within agreed service levels • Business awareness: and understanding of product management cycles • Document internal processes and procedures related to duties and responsibilities • Responsible for entering time and expenses as they occur • Provide field service when/where necessary in a responsive manner (reliable transportation is required) Knowledge, Skills, and/or Abilities Required: • 5+ years’ + experience with desktop and application support • Interpersonal skills: communication skills, active listening, and customer-care • Ability to multi-task and adapt to changes quickly • Understanding of support tools, techniques, and how technology is used to provide IT services • Typing skills to ensure quick and accurate entry of service request details • Self-motivated with the ability to work in a fast-moving environment that is not business vertical specific Nice to have experience (not required) • Prior MSP Experience • Professional IT Certifications • Knowledge/experience of Microsoft related technologies: Windows Server 2016,2019, Exchange, SQL • Virtualization technologies: VMware and Hyper-V • VLANs (understanding, build/implementation) • VoIP technologies/implementations • Google for Business, Azure/AWS (management, setup/implementation