Help Desk Technician II

Want to be part of a fun, growing team? We are searching for a Help Desk Technician II for our MSP team to provide exceptional client phone support and to quickly identify/resolve software, connectivity, and network issues. With your solid understanding of applications, networks, and systems you’ll administer corporate IT systems and backup systems. At RK Black, our goal is to deliver the BEST client experience in the region, to develop and maintain strong client relationships, to build trust and loyalty using outstanding communication stills, and we need you to make that happen!  

Requirements 

  • Associates Degree, Bachelor’s Degree preferred 
  • Two years industry experience or equivalent military experience 
  • CompTia A+ Certification, OR ability to obtain A+ or Net+ certification within six months of hire 
  • Proficient in Active Directory, Office 365, Exchange 2010 to current, Windows 10, Windows Server 2008R2, Network connectivity, Wireless Connectivity, and Network Security 
  • CCNA or similar experience a plus 
  • Valid Oklahoma Driver’s License and clear driving record 

The Job 

  • Front-line Customer Service Representative for RK Black 
  • Provide end-user technical support on all hardware and software applications; troubleshoot networks, systems, and applications to identify and resolve issues 
  • Contact clients (by phone or email) to gather information needed for effective equipment installations 
  • Act as Tier II escalation point on all support tickets unable to be resolved by Tier I 
  • Manage, administer, and maintain corporate IT systems including, but not limited to: 
    • Virtual Servers, Microsoft Domain and Active Directory Environments, Network Infrastructure, Routers, Switches, Wireless Access Points, Firewalls, VPN Appliances, VoIP Phone Systems, Anti-Virus, Vulnerability Management tools, Monitoring and Alerting Solutions, Email Management, Line of Business Applications  
  • Work with existing hardware/software vendors for issue resolution 
  • Document all time within our ticketing system (in real time), ConnectWise Manage, and keep service tickets updated in real time 
  • Maintain backup systems to ensure all data is protected 
  • Achieve and exceed established activity standards (service calls, response times, etc.) 

Qualities Required 

  • Represent R.K. Black, Inc. with the utmost integrity  
  • Excellent critical thinking skills, able to quickly identify issues and implement resolutions 
  • Possess exceptional organizational skills and time, calendar management skills 
  • Able to multi-task and prioritize effectively 
  • Work under moderate pressure created by deadlines and work volume 
  • Personify friendliness and exhibit ability to get along with others 
  • Demonstrate a desire to learn new skills, and a desire/urgency to accomplish tasks 
  • Possess the interpersonal skills necessary to communicate effectively with all levels of vendors, associates, and clients 
  • Communicate clearly in verbal and written English 

Physical Requirements 

  • Able to stand, bend over, squat or sit for prolonged periods of time  
  • Able to use hands to handle and feel for objects and controls  
  • Able to carry computer equipment and other accessories up and down stairs  

Wage: Commensurate with experience

Benefits: Made available after 90 days. Health, Dental, 401K 

Start Date: Immediately

Submit application and resume. Please note: In order to be considered for this position, you must submit a resume with your application.