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Help Desk Technician - Immediate Need

Location Grand Rapids, United States
Posted 14-September-2021

An Insight Global customer is looking for a Managed Services Technician to start immediately. This individual provides support to customers by monitoring customer server workloads, network devices, backups and playbooks. This person also analyzes, diagnoses, and resolves, or escalates, issues in a reactive manner. Customer support needs will come to this person by customer initiated support calls and system generated alarms. This position requires the individual to work onsite in a professional office setting.

Flex Shift: 8am-5pm M-F

- If they need someone to cover one of the 12 hours shift techs, call-ins, or PTO, the flex person covers the 12 hour shift

- Bachelors Degree in Computer Science


- VMware Certifications
- Culture fit is number one priority

o Comfortable in a fast paced environment (high inbound ticket volume)

o Someone who thrives under stress (organized/efficient)

o Know when to ask for help

o Know when not to ask for help

o Easy to get along with

o Strong verbal and written communication skills

- Experience with and ability to:

o Watch email for inbound ticket needs and email requests

o Troubleshoot effectively and efficiently

o Monitor platforms

o Create tickets

o Clear tier 1 tickets on a regular basis themselves

o Escalate tickets when needs and know when that is appropriate

- A fierce dedication to customer service

- Experience with LAN/WAN and TCP/IP Technologies

- Familiar with Active Directory, DNS, DHCP, VPN

- Experience with Disaster Recovery, backups and retention concepts

- Experience with VMware or vCloud Director

- 2+ years experience supporting Microsoft Servers and application in an enterprise setting

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