Tier 2 Help Desk – Onsite – 541534

Revel IT

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OUR GOAL: 
Treat our consultants and clients the way we would like others to treat us!

Interested in joining our team? Check out the opportunity below and apply today!
  
Reference: 541534
  
The contractor in this role in Columbus, Ohio will be acting in a Level 1/Level 2 position (i.e. Helpdesk, technical and deployment projects, etc.). Some local travel may be required. He/she is responsible for efficient, accurate and friendly delivery of support.  
  
High Level Requirements: 

  • Intermediate knowledge of IT technologies including Windows Operating Systems, Active Directory, Apple iOS, TCP/IP, DNS, networking, and wireless technology.
  • Intermediate knowledge of VoIP and general phone systems.
  • Demonstrated experience supporting Office 365, Azure, Active Directory, and iOS devices
  • Background and solid understanding of hardware infrastructure:
    • Technical knowledge of network and PC operating systems, including Windows 10, Server 2016, Server 2012 R2
    • Technical knowledge of Cisco/Ubiquiti/SonicWALL Switching/Routing/Voice, BGP
    • Technical knowledge of VoIP, MFA, Enterprise Monitoring, and End-Point Protection
    • Application experience with various Managed Service Provider processes and solutions
    • Application support experience with Hyper-V / VMWare, (Azure) Active Directory 
  • Konica Minolta print solutions a plus 
  • MRI experience a plus

  
Responsibilities:

  • Interacts with other IT, Corporate departments, and brands within the organization. The position will require the ability to manage multiple priorities, including tickets, daily tasks and projects, while working closely with other team members.  
  • This position requires excellent communication skills and the ability to work with diplomacy and positive attitude.  
  • Support of end user and business technologies within the diverse company portfolio. This includes deskside, remote, and on-site support. 
  • Interaction and collaboration with supporting 3rd party vendors.  In addition, “white glove” executive level support and some travel will be required.  

  
Essential Functions: 
Ownership

  • Provide high quality support services to the end user community including prioritizing mission critical and non-mission critical issues.
  • Review and prioritize all tickets to ensure that the most critical issues are being addressed.
  • Document and track all issues in ticketing system to assure quality service.
  • Participate in Continual Service Improvement processes.
  • Provide advanced desk side support as requested.
  • Provide primary phone, email, and company collaboration tool support coverage.
  • Install, configure and troubleshoot hardware, software and configuration issues related to desktop and laptop. operating systems, wireless and wired networking, applications, printers and peripherals.
  • Be able to work flexible hours, on call, holidays, weekends and occasionally extended hours.
  • Manage other duties as assigned.  

Communicate & Serve Others

  • Build and maintain respectful relationships with team members within and outside of IT.
  • Foster a positive learning environment to help team members succeed and promote an engaged work environment.
  • Maintain knowledge articles and frequently asked questions resources to aid in problem resolution.
  • Maintain an understanding of business processes and procedures.
  • Promote and support a culture of service and curiosity.
  • Conduct research on emerging issues, problem, trends.
  • Advocate for the best customer experience.
  • Be flexible to shifting priorities based on business goals and objectives.

  
Qualifications:

  • Proven success troubleshooting and resolving hardware, software, and end-user issues in a timely and satisfactory manner.
  • Demonstrated skill in troubleshooting and supporting complex systems.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on customer service and experience.
  • Ability to effectively prioritize and execute tasks.
  • Experience working in a team-oriented, collaborative environment.
  • Embraces change and process management.
  • Intermediate knowledge of IT technologies including Windows Operating Systems, Active Directory, Apple iOS, TCP/IP, DNS, networking, and wireless technology.
  • Intermediate knowledge of VoIP and general phone systems.

  
  
ABOUT REVEL IT:
Revel IT (formerly known as Fast Switch) is one of the fastest-growing, privately held, IT Staffing companies in the nation. Our client base includes 32% of the Fortune 25. We have major offices in Dublin, OH, Tucson, AZ, Los Angeles, CA, and Austin, TX, and are rapidly expanding into new markets from coast to coast.
 
  
WHY REVEL IT: 

  • In addition to standard health and 401k benefits, we offer referral bonuses and training/continuing education opportunities.
  • 5-year client retention: 99%
  • No. 1 supplier with customers: 53%
  • Top 3 supplier with customers: 77%
  • Consultant retention: 94%

  
Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.  

  
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