Remote Helpdesk Support Technician (Active Directory)

The Reynolds and Reynolds Company; Raleigh (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

The Reynolds and Reynolds Company-affiliate Proton Dealership IT is seeking a customer‑driven IT Helpdesk Support Technician. You will be the first contact for customers, guiding them through troubleshooting and rapid resolution.

Responsibilities include documenting problems in Proton's ticketing system, hardware replacement on desktop and laptop PCs, and coordinating with network gear such as switches, routers, and firewalls. Equal opportunity employer.

Qualifications

• 2–3 years in an IT Helpdesk/Desktop Support role required.
• Knowledge of Windows Active Directory domains required.
• Printer, scanner, and wireless troubleshooting experience.
• Familiarity with switches, routers and firewalls.
• Proficient with ticketing systems and documenting resolutions.
• Experience with Windows Server 2003/2008/2012 and Exchange 2007/2010/2013 is preferred.

Responsibilities

• Thoroughly documenting problems, troubleshooting steps, and resolution via Proton's ticketing system.
• Troubleshoot and replace failed computing hardware on desktops and laptops.
• Work with switches, routers, and firewalls while understanding their roles.

Skills

IT Helpdesk/Desktop Support

Windows Active Directory

Printer & Scanner troubleshooting

Networking basics (Switches, Routers,

Ticketing systems

Customer service focus

Education

IT certifications or technical education

Tools

Proton ticketing system

Windows server management tools

AD administration tools

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.