Help Desk Technician II

REMOTE - 2 OPEN SHIFTS

7 AM to 4 PM CST

Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.

Why a Career at Access One

An opportunity to grow your career and expand your knowledge
Professional development and growth through continual learning
Recognition of all your accomplishments, large and small
A chance to relax and enjoy your co-workers at company events
Access to health programs such as gym membership incentives
Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
Volunteer and donation opportunities to help improve our community

What you will do

The Help Desk Technician II is responsible for supporting inbound tickets and phone calls for multiple clients in a fast-paced environment across diverse network environments. The primary role of this position is to provide outstanding customer service for Tier 2 service requests, incidents, and problems reported by end users as well as assisting or taking over issues from our Tier 1 team members. These type of issues/request can range from working with end user workstations, servers, virtualization, printers, networks, and any vendor specific hardware and software that a client may use. Access One is looking for a confident and knowledgeable technician that is willing to go the extra mile to provide outstanding customer support with a “can do” attitude.

Job Responsibilities

Provide support of incoming requests to the help desk via phone and/or ticketing system to ensure courteous, timely, and effective resolution of end-user issues.
Ability to prioritize incidents, alerts, and service requests according to defined processes to meet defined SLAs.
Advanced technical support at the network level: WAN/LAN/WLAN, Firewalls, Routers, and Switches. Experience with Cisco, Meraki, and SonicWALL is a plus
Advanced remote access solution implementation and support: VPN, Terminal Services, and Citrix
Monitor and manage Microsoft Windows 10/11 Operating Systems.
Monitor and manage Microsoft Windows Server 2012/2016/2019
Managing and Administrating clients Microsoft O365 environments
Previous experience of using an RMM is a plus
Maintain internal and/or client-facing documentation as changes or knowledge is found
Detailed communication with customers and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
Support of backup and disaster recovery solutions. Datto is a plus
Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.
Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
Fast and timely turn around on all customer requests and escalations
Both being able to receive escalated service requests as well as knowing when to escalate requests to appropriate higher-level team members or departments when needed
Responsible for entering time and expenses as it occurs in our ticketing system
Ability to work independently with locating information to assist a customer/vendor
Ability to assist and or train other team members when assistance is needed

Who you are

Having worked in an MSP environment is a plus
Minimum High School Diploma or equivalent
College level courses in IT and/or certification preferred
- Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, Azure AZ-900 or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
Minimal 4 years of experience in similar role
Advanced understanding of operating systems, business applications, printing systems, and network systems
Advanced diagnostic skills of technical issues
NinjaOne RMM /ConnectWise PSA experience strongly desired
Knowledge of IT applications, processes, software, and equipment
Strong organizational and customer service skills
Interpersonal skills: such as communication skills, active listening, and customer-care
Ability to multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Self-motivated with the ability to work in a fast-moving environment

Salary Range $26-27/hour DOE

Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Help Desk Technician II