Job Information
Sweetwater Technology Services Helpdesk Level II Support in Rock Springs, Wyoming
General Summary:
Seeking a Level II Helpdesk Engineer with strong technical aptitudes, backed by at least one year of front-line experience. Strong communication and customer service skills are a must as this position is fast paced and requires strong guidance and support to clients in need. Additionally, this position requires successful execution in integrating and/or solving problems in environments rich in Windows Server, Exchange, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, backup systems and more.
Position Responsibilities:
- DAILY time entry accounting for at least 8 hours
- Documentation of Client Networks
- Basic Projects
- Assist senior/system engineers on complex projects
- T&M service requests
- Backup Maintenance
- Configuration of standard mail and messaging clients including Outlook
- Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences
- Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, and hard drives, smart phones, and tablets.
- Server -- Experience preferred with Windows Server
- Configure file, print, and remote access services
- Administration, including add/remove users and groups from both cloud and on-premises directory systems, configure file permissions, and check event logs
- Configure and restore from backup
- Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
- Takes ownership of tasks and follows through to ensure complete resolution
- Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
- Ability to pay close attention to detail while performing technically detailed tasks
- Ability to deal effectively with stressful situations
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Ability to provide accurate time estimates for how long a task will take
- Understands that the success of individuals is measured by the success of their teams
- Ability to quickly learn new technologies with self-study materials and intuition
- Ability to articulate technical information clearly and simply to non-technical people
- Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
- Is self-motivated and can be self-directed when necessary
- Enjoys sharing information, supporting others, and working on a team to achieve team goals
Knowledge, Skills, and Abilities:
- Experience required with Windows desktop operating systems
- Understanding of TCP/IP and troubleshooting Internet connectivity
- Experience with routers and firewalls
- Experience with multiuser technology environments (Remote Desktop Services, Citrix, virtual desktop infrastructure)
- Understanding of relationship between routers, switches, patch panels and connecting nodes to a network
- Understanding of DNS services
- Working knowledge of firewall technologies -- Cisco, SonicWALL, Sophos, Juniper, Fortinet
- Working knowledge of wireless technologies - Controller vs controllerless, mesh technology, SSID management, signal encryption, dynamic VLAN, RADIUS authentication
- Working knowledge of security fundamentals -- endpoint protection, MFA, EDR/XDR, SOC/SIEM, phishing, threat management etc.
Credentials and Experience:
- Engineer with two to five years' experience
- Minimum 1 years' experience -- Cisco Switching, VLAN, Routing, Firewalling Support
- Minimum 1 years' experience - Mobile device support Android and Apple IOS
- Minimum 1 years' experience - Server Hardware Technologies (CPU/RAID/SC I) Support
- Minimum 1 years' experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
- Has at least one certification. The following certifications are preferred: M365 Foundations or Associate, CCNA/CCDA/CCNP, Project+, Network+, Security+,
- Solid dependable engineer, follows directions and maximizes billing opportunities
- Consistently receives good client feedback