The Rockridge Group Helpdesk Technician (L2) in Chico, CA | 1252563565

Estimated Pay info	$42 per hour
Hours	Full-time
Location	Chico, California

Job Description

TITLE: Helpdesk Technician II

DESCRIPTION:

The Helpdesk Technician is responsible for onsite and remote installation and support needs for our Managed Service Clients. This relates to all technology to include but not limited to: workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software.

RESPONSIBILITIES:

Communication with clients as required: keeping them informed of ticket progress, Project Status, etc.
Strong knowledge of Windows 10 Operating System as well as Office365 (Server OS a plus)
Support the local Sales Team to assist with potential new opportunities
Technical knowledge and basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Conduct network assessments as needed
Remote access solution implementation and support: VPN, RDP, LMI
System documentation to include system reviews and recommendations
Implement and support disaster recovery and backup solutions
Create quotes as needed and work with related vendors
Take ownership of onboarding new accounts
Maintain and constantly Improve client service, perception, and satisfaction
Ability to work in a team and communicate effectively
Escalate service issues that cannot be completed within agreed service levels
Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
Develop in-depth knowledge of the service offerings and how it relates to client’s needs •
Document internal processes and procedures related to duties and responsibilities
Responsible for entering daily time and expenses
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

REQUIREMENTS:

Minimum 2 years technical experience or degree preferred.
Strong Diagnostic skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Understanding of support tools, techniques, and how technology is used to provide IT services
Ability to travel to outlying branch locations, customers and or multi-state travel

Technical Experience working with the following:

Auvik
ConnectWise
Dell Server Architecture
RMM agent deployment/understanding
SonicWall Firewalls
Basic Wireless Networks
Ubiquiti/Unifi
TCP/IP protocols and how they work
LAN/WAN technologies

Helpdesk Technician (L2)

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