Kustura Technologies is a provider of managed IT services, help desk solutions, and outsourced IT solutions.  We support customers in the small and mid-size market.  Help Desk Technician works directly with customers to provide user support, desktop support, and server troubleshooting and maintenance. Typical customer environments consist of 5 – 250 users and are primarily Microsoft Windows based networks.  Person in this position is responsible for receiving incoming requests from customers, triaging reported problems, creating trouble tickets, documenting work performed, escalating issues to network technicians, resolving problems and following up with customers.  Most of the work performed will be done remotely, some onsite service calls may be required.

Details:

• Provides remote and onsite service to resolve technical issues that involve desktops, laptops, Windows servers, firewalls and various desktop applications found in small/medium size business environments, such as Microsoft Office.
• Provides phone and remote support services to end-users and customer IT staff
• Troubleshoots performance issues and recommends upgrades, patches, new equipment and applications
• Provides technical support and guidance to end-users both on-site and using remote support tools
• Familiar with best practice IT procedures for networks with between 5 and 250 usesr
• Highly organized and provides detailed documentation
• Will be required to perform after hours on-call work in a regular on-call rotation
• Ability to perform tasks with little supervision
• Works well with other staff with varying areas of expertise
• Reports to the Operations Manager

Position Requirements:

• The ability to thrive in a fast-paced, high pressure work environment
• The ability to document troubleshooting steps, resolutions and time
• Professional demeanor and appearance
• Excellent problem solving capability
• Ability to work with many different networks and clients at the same time
• Excellent oral and written communication skills
• Desire to learn new technologies and stay abreast of industry changes
• Valid drivers license with reliable transportation
• Dependable and reliable, available between 8AM and 5PM Monday-Friday including some evening and weekend hours as client needs dictate

Educational and Certification Requirements:

• Associates Degree or Bachelors Degree desired or equivalent training and experience
• MCP, MCSA, MCSE or equivalent required

Required Technical Experience:

• 3 or more years professional technical support experience with the following topics:
• Supporting and troubleshooting Microsoft Office applications
• Microsoft Windows Desktop Installation, Configuration and Support (XP/Vista/7)
• Network Anti-Virus
• Network Backup Suites – BackupExec, Arcserve, NTBackup
• Familiarity with LAN/WAN Topologies
• Familiarity with Citrix and/or Terminal Services
• Wireless Network Setup and Administration
• End-User Help Desk Support – Phone and Remote Support Tools (VNC, RDP, etc.)
• Troubleshooting email flow problems, ability to read SMTP logs

Note: professional technical support experience does not include classroom/lab experience

To submit your resume please click here.