Senior Technical Support / IT Help Desk Staff

Candidate Location:  This is a remote position, but prefer to hire in the Paducah, Ky general area.  Central, Mountain, or Pacific time zones are preferred. YOU WILL BE WORKING PRIMARILY IN THE PACIFIC TIME ZONE DURING NORMAL BUSINESS HOURS.  Please do not apply if you are unwilling to work outside of 8a-5p in your local time zone. 

Job Title:  Senior Help Desk Technician / IT Support

Job Description:  This is a full-time position for a remote support technician that can provide high-level help desk IT support for clients based all around the U.S.  This is not a position suited best for entry-level technicians.  This position requires great written and phone communication.  Our technicians take incoming calls and work from a ticket queue and need to be able to function autonomously in providing excellent customer service to our clients. 

Job functions and responsibilities:

• Provide helpdesk support remotely and via phone, e-mail, and remote-control tools to clients.
• Answer help-request tickets through an online system.
• Troubleshooting of network devices, systems, and software.
• Compile and maintain client support documentation.
• Provide excellent customer service via phone and written mediums.
• Ability to take direction remotely and complete tasks.  

Position compensation and benefits:

• Salary: $48,000 - $60,000 per year based on experience and ability to learn ($4000-$5000 monthly)
• Benefits include:
• Medical, dental, and vision coverage
• 401k
• 8 paid holidays a year
• 168 hours of paid time off per year (14 hours accumulation per month), which comes out to one month if you count  adjacent weekends
• Unpaid time off
• One hour lunch
• Company-issued computer and headset
• Reimbursement for successful passing of industry certifications (Cisco, Microsoft, and similar)
• Stipend for cell phone and internet usage

Qualifications and requirements:

• Must be a US citizen
• Clean driving/criminal record
• Reliable transportation and modern smartphone (iPhone or Android-based device)
• Ability to follow directions and solve problems under pressure while maintaining a professional demeanor
• Have excellent oral and written communication skills
• Be detail-oriented
• Be able to self-manage and organize
• Use time efficiently
• Ability to follow procedures and take direction
• Must pass 90-day probation period and receive a good performance review

IT EXPERIENCE REQUIRED: 

Experience installing, configuring, managing: 

• MS Office, Google Apps, OS X, Windows Vista/7/8/10,11, Server 2003-2019 installation, configuration, troubleshooting
• User management in MS Active Directory / Azure Active Directory (creating, disabling, removing, resetting, configuring user accounts), managing user groups/OUs/permissions
• User and permission administration and management in a domain (AD, GPO, groups OUs, password, logon items, etc)
• Knowledge and experience working with MS Exchange (On-premise and Exchange Online); Administering users, creating mailboxes, managing mailboxes, and e-mail addresses), Google Apps for Business (assigning users, enabling features, resetting a password, etc, Microsoft  365 (assigning users, enabling features, resetting a password, assigning licenses, etc), Dropbox, Box.net, Adobe products, and other software or cloud systems
• Knowledge of Single Sign-On and Multi-Factor Authentication solutions such as Okta, Duo, Microsoft Authenticator, Authy, Google Authenticator, etc 
• Hardware and software troubleshooting for desktops, laptops, mobile devices, wireless access points, switches, printers
• Networking basics: TCP/IP, DNS, DHCP, NAT, SSH, HTTP/HTTPS, IPSEC, L2TP, Firewall ACLs
• Apple iOS, Android-based mobile device configuration, app installation, and device management
• Antivirus software configuration, usage, installation such as Bitdefender 
• Virus and malware removal using common AV and anti-malware software packages

Additionally desired but not required:

• Hardware Administration: servers, switches, firewalls, wireless access points, and storage from major manufacturers.
• OS Administration: Windows, Linux, VMware 
• Microsoft Core Services: Active Directory, Exchange, MS SQL installation, configuration, and troubleshooting experience
• Command-line use in Linux/Unix/PowerShell/Windows Command Shell
• HIPPA, SOX, FINRS, SEC, FDA compliance knowledge
• Experience leading projects
• Experience and familiarity with Virtualization Platforms: VMware vSphere vSphere, Microsoft Hyper-V, Xen
• Enterprise Backup Experience

About Connetic:

Connetic is a national managed service provider based in San Diego California. We provide network support and management services to small and medium-sized businesses. The company is actively growing and is providing great life and work balance with "work from home" positions and desirable benefits. We have a great atmosphere in the company and management is always interested in feedback from coworkers on ways to improve the company. Most of our employees are long-term hires as we try to invest in our staff and retain the talent.