Remote Helpdesk Support Technician (Active Directory)

The Reynolds and Reynolds Company; Raleigh (NC); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with up to 6% matching

Paid holidays, vacation, sick days

Job summary

Reynolds and Reynolds subsidiaries seek an IT Helpdesk Support Technician to be the first contact for customers, guiding them through troubleshooting and resolving issues quickly. You will document problems in Proton's ticketing system and assist with desktop hardware replacements.

Requirements include 2–3 years in IT Helpdesk, IT certifications, Windows Active Directory experience, and familiarity with printers, scanners, wireless issues, and network devices.

Qualifications

• 2–3 years in IT Helpdesk or desktop support.
• IT certifications or technical education required.
• Experience with Windows Active Directory domains.
• Familiar with printing, scanning, and wireless troubleshooting.
• Experience with ticketing systems.
• Knowledge of Microsoft Server products and Exchange.

Responsibilities

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

Skills

Customer service

Troubleshooting

Documentation

Education

IT certification or technical education

Tools

Active Directory

Ticketing system

Printer issues

Networking devices

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.