Remote Helpdesk Support Technician (Active Directory)

The Reynolds and Reynolds Company; Charlotte (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Proton Dealership IT, an affiliate of Reynolds and Reynolds, seeks a customer-focused IT Helpdesk Support Technician to be the first line of contact for clients, guiding them through troubleshooting and rapid issue resolution over the phone.

You will document problems in Proton's ticketing system, troubleshoot hardware, and work with switches, routers, and firewalls. The role requires 2–3 years of helpdesk experience, IT certifications or technical education, and knowledge of Windows AD.

Qualifications

• 2–3 years in an IT Helpdesk/Desktop Support role required.
• IT certifications or technical education required.
• Knowledge of Windows Active Directory domains required.
• Experience with ticketing systems
• Printer troubleshooting (network and local) and scanner troubleshooting
• Familiarity with switches, routers and firewalls

Responsibilities

• Document problems, troubleshooting steps, and resolutions via Proton's ticketing system.
• Troubleshoot and replace failed computing hardware (desktops and laptops).
• Work with troubleshooting switches, routers, and firewalls while understanding their roles.

Skills

Ticketing systems

Active Directory

Hardware troubleshooting

Networking basics

Printer troubleshooting

Scanner troubleshooting

Router/Switch/Firewall

Customer support

Education

IT certifications or technical education

Tools

Ticketing system

Job description

Proton Dealership IT, an affiliate of Reynolds and Reynolds, is looking for a customer driven IT Helpdesk Support Technician. In this role you will be the first line of contact for all customers and will be tasked with solving a variety of client issues with rapid resolution. As an IT Helpdesk Support Technician you will focus on strengthening client relationships by working one-on-one with customers via phone, guiding them through troubleshooting their technical issues.

Responsibilities will include but are not limited to:

• Thoroughly documenting problems, troubleshooting steps, and resolution via Proton's ticketing system
• Troubleshoot and replace failed computing hardware on both desktop PC's and laptop computers (motherboards, NIC's, video cards, laptop monitors, laptop keyboards, etc.)
• Work with troubleshooting switches, routers, and firewalls while maintaining a firm understanding of their roles

Requirements

• At least 2-3 years in an IT Helpdesk/Desktop Support role required
• IT certifications or technical education required
• Knowledge and experience with Windows Active Directory domains required
• Must be seasoned with ticketing systems
• Expertise with printer troubleshooting (network and local), scanner troubleshooting (network and local), and wireless troubleshooting
• Familiarity with networking devices and troubleshooting switches, routers and firewalls
• Knowledge of Microsoft Servers lineup of products Windows Server 2003, 2008, 2012 and Microsoft Exchange Server 2007, 2010, 2013

We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:

• Medical, dental, vision, life insurance, and a health savings account
• 401(k) with up to 6% matching
• Paid holidays, vacation and sick days

Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.