IT Help Desk Technician II

gobravvo; Cleveland (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

Gobravvo is seeking an experienced IT Help Desk Technician II to join our Cleveland, OH-based IT solutions team on a full-time basis. You will deliver end-user support, triage requests, and help maintain system availability across Windows servers, AD, DNS, DHCP, and Exchange environments.

You will handle onboarding, incident prioritization to meet SLAs, and use remote tools to resolve issues, while collaborating with a dynamic MSP-like environment to keep networks secure and productive.

Qualifications

• Minimum of four years hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange Server, and Active Directory.
• Two to three years of client-facing experience with excellent communication skills.
• Familiarity with MSP environments is a plus.
• Experience with remote monitoring and management tools is advantageous.
• Proven organizational and time-management skills and ability to manage multiple tasks.

Responsibilities

• Provide prompt support for service desk requests via telephone, web portal, and email.
• Provision and configure systems for new hires and onboarding.
• Prioritize incidents and service requests to meet SLAs.
• Utilize remote diagnostic tools to resolve tickets efficiently.
• Administer servers using Active Directory, DNS, DHCP, and File/Print Services.
• Install and maintain antivirus software and ensure up-to-date virus definitions.
• Perform network administration and maintenance including firewall and switch management.
• Monitor and optimize network software and hardware for secure connectivity.
• Build and deploy file servers and cloud solutions as needed.
• Configure and deploy VOIP solutions and manage unified communications.
• Manage Microsoft Exchange Server for reliable email communication.
• Support telephone solutions as part of UC infrastructure.
• Monitor alert systems and act according to guidelines.
• Analyze event logs to diagnose and repair IT issues.

Skills

Communication skills

Customer service

Problem solving

Team oriented

Sales training

Education

CompTIA Network+

MCSE / MCITP / MCSA

CCNA / CCIE

Tools

ConnectWise RMM

Autotask PSA

Job description

IT Help Desk Technician II

Position Overview

We are seeking an experienced IT Help Desk Technician II to join a dynamic IT solutions provider in Cleveland, OH on a full-time basis. The IT Help Desk Technician II is responsible for delivering comprehensive technical support to end users, ensuring optimal system operation, and providing timely resolutions to IT issues. This role is pivotal in supporting organizational productivity by managing a range of IT support requests and acting as the escalation point for complex technical problems.

Key Responsibilities

• Deliver prompt and courteous support for incoming service desk requests via telephone, web portal, and email, ensuring timely and effective issue resolution for users.
• Provision and configure systems for new hires, ensuring seamless onboarding and system accessibility.
• Prioritize incidents and service requests according to established processes to meet defined Service Level Agreements (SLAs).
• Utilize remote diagnostic tools and troubleshooting utilities to resolve support tickets efficiently.
• Administer servers using Active Directory, File and Print Services, DNS, and DHCP, supporting core IT infrastructure functions.
• Install and maintain antivirus software, ensuring virus definitions are current and systems are protected.
• Perform network administration and maintenance, including firewall and switch management.
• Optimize and maintain network software and hardware to support secure and reliable connectivity.
• Build and deploy file servers as well as cloud computing solutions to meet evolving business requirements.
• Configure and deploy Voice over IP (VOIP) solutions, supporting modern telecommunication needs.
• Manage Microsoft Exchange Server to ensure reliable email communication and collaboration.
• Support and administer telephone solutions as part of the unified communications infrastructure.
• Monitor alert systems and take appropriate action based on established guidelines to maintain system integrity.
• Analyze event logs and system messages to diagnose and repair IT issues effectively.
• Receive and address escalated service requests that require advanced troubleshooting and expertise.

Qualifications and Requirements

• Minimum of four years hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange Server, and Active Directory.
• Two to three years of experience in a client-facing environment, such as sales engineering, with excellent communication skills.
• Familiarity with Managed Services Provider (MSP) environments is a plus.
• Experience with remote monitoring and management (RMM) tools such as Connectwise RMM and Autotask PSA is advantageous.
• Proven organizational and time-management skills, with the ability to manage multiple tasks simultaneously.
• Experience in writing technical proposals and implementing IT solutions tailored to business needs.
• Exceptional customer service skills, strong problem-solving abilities, and a professional, team-oriented attitude.
• Strong understanding of technology infrastructure and business productivity systems.
• Sales training experience is considered a plus.

Preferred Certifications

• CompTIA Network+ and/or CompTIA Security+ certifications.
• Microsoft certifications such as MCSA (Microsoft Certified Solutions Associate), MCSE (Microsoft Certified Solutions Expert), or MCITP (Microsoft Certified IT Professional).
• Cisco certifications such as CCNA or CCIE are highly desirable.

Work Environment and Opportunities

This full-time IT Help Desk Technician II position offers challenging work, ongoing career development opportunities, and a supportive work environment. The Cleveland, OH area is known for its vibrant business community and offers a positive setting for professional growth in the IT field.