IT Helpdesk Associate [HVO6++]

IT Helpdesk Associate About Our Company Harcept provides a wide variety of IT services to small & mid-sized business, although the company itself is a young operation. Our primary focus has always been to offer the same centralized support capabilities that every large corporation has at a fraction of the cost to our customers. Ultimately, we pride ourselves on the ability to provide a long term and proactive relationship with our customers. Essentially, we help perpetuate the growth of these smaller companies by helping them escape the large overhead costs of an in-house IT department. Job Overview The Helpdesk Technician II serves as the frontline support for our clients, delivering prompt and effective assistance to resolve technical issues and support requests. Your primary responsibility will be to provide remote technical support via phone, email, or chat, addressing a wide range of IT-related issues including hardware and software troubleshooting, network connectivity problems, and system configurations. By leveraging your technical expertise and customer service skills, you will play a vital role in ensuring our clients' IT systems operate smoothly and efficiently, contributing to their overall satisfaction and success. Non-Negotiable Requirements Work Shift: US Timezone focussed shift with adaptability to 24x7 work shift model. Weekday offs (Comfortable in working weekend work shifts) Work from home. Duties and Responsibilities Communicate efficiently: Be able to handle clients by efficient probling related to probable causes of the issue, educating them about the issue and course of actions to be taken. Keep customers informed about available options, be able to work as per customer’s availability and efficiently communicate internally within the team to work out a solution with minimal delay. Line of Business (LoB) apps troubleshooting: Be able to troubleshoot various custom apps utilized for client operations and tasks such as centralization, backup, vulnerability scans, and data recovery to enhance IT operations. Analyze and Resolve Issues: Evaluate complex IT business needs presented through tickets, research through available resources efficiently and recommend effective technical solutions. Troubleshoot and resolve both basic and complex IT malfunctions, implementing appropriate solutions to address and rectify issues effectively. Incident Prioritization: Quickly prioritize tasks based on their impact on business operations. Urgent action is crucial for minimizing downtime during high-severity incidents such as server failures or widespread outages. Documentation and Coordination: Document LAN activities, including backups, maintenance, server upgrades, and patching. Coordinate tasks and focus on troubleshooting and resolving backup tickets to ensure smooth network operations. Troubleshoot Networking Tickets: Be able to understand and troubleshoot client’s network infrastructure tickets including internet troubleshooting, VPN solutions, firewall systems and office WiFi connectivity to ensure secured and optimized network performance. Be able to work with ISP vendor support like Comcast, CenturyLink etc. during network outages and keep the client timely updated on course of actions to be followed. Cloud platform networking tickets: Have a basic understanding of software based network connectivity on cloud platforms like Azure, AWS and be able to able to collaborate on NOC tickets. Troubleshooting COTS products: Work with multiple commercial off-the-shelf (COTS) products such as SentinelOne, Threat Locker, N-able, and DUO, ensuring their effective utilization and troubleshooting when needed. Operating System (OS) Troubleshooting: Be able to troubleshoot Server and Client OS issues like disk and storage tickets, backup issues, OS performance issues, apps crashes and not-responding errors, no boot issues (power outages), BSOD issues and related causes like driver issues, hardware failures, or software conflicts on server OS like WS 2012/2012 R2, 2016, 201+, 2026 and client OS and builds of Windows 8, 8.1, 10 and 11. Able to operate remotely through functionalities like iDRAC (Dell), iLO (HP) etc. Other typical issues include Active Directory, DNS and DHCP issues and remote operations issues like remote access and RDP issues. Application Crash Analysis: Quickly identify the crashed application and gather error details and recent user actions. Utilize event logs and task manager for diagnostics, attempting restarts or updates to build an root cause analysis; be able to escalate tickets through prescribed channels within the teams, if issues persist or require advanced support. Microsoft 365 troubleshooting: Troubleshoot basic M365 environments, ensuring optimal performance and resolving issues efficiently. Fortinet VPN troubleshooting: Hands-on troubleshooting experience on Forticlient EMS and MFA. Qualifications and Skills Hands-on experience in helpdesk tickets including troubleshooting Server Infrastructure tickets, Windows OS and LoB apps issues. Technical proficiency in multiple areas including security, networking, server administration, and hardware. Strong customer-facing interpersonal and communication skills with the ability to effectively communicate technical concepts to non-technical users, timely updating them about deadlines and course of actions. Proficiency in Microsoft Office 365 and Intune management is preferred. Understanding of Active Directory Group Policy Objects (GPOs), desktop support, and troubleshooting. Security-conscious mindset with a focus on ensuring data and network security. Continuous Learning: Maintain a willingness to learn attitude, staying up-to-date with the latest IT skills and technologies to provide top-notch support. Education and Experience Requirements At least 2- 3 years of relevant experience in a related field, preferably in a Managed Services Provider (MSP) environment, professional services, and/or industry. Microsoft certification (e.g., Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Modern Desktop Administrator Associate) is preferred. A relevant Fortinet NSE certification is preferred.