Job Details
Helpdesk Technician Level 2
Posted: 11/22/2021
Position: Full Time
About This Job:
The Helpdesk Technician Level 2 will work as a member of the service operations team to provide best-in-class IT services to our clients. This position must maintain a prompt schedule, a polite professional demeanor, and provide excellent client service in accordance with Digital Seattle’s standards.
The Helpdesk Technician Level 2 will provide timely remote assistance, troubleshooting, and issue remediation against assigned tickets. He/she will communicate clearly and effectively with clients, vendors, and other team members by email, phone, and more. He/she will immediately document all gained knowledge, work performed, and client interactions in the appropriate software provided by Digital Seattle.
The Helpdesk Technician Level 2 be an “outside the box” thinker and problem solver who works with urgency. He/she will be persistent in following up with staff and third parties to generate a culture of excellence and responsiveness. This individual is upbeat, considers her/himself to be results-oriented, an excellent communicator, and a creative thinker with high-attention to detail. They should welcome constructive feedback as a tool for growth.
Roles & Responsibilities:
Knowledge & Experience (required demonstrable proficiency in a majority of the following areas):
• IPv4 networking, troubleshooting, and network design concepts
• Basic router and firewall technologies, including IP routing, NAT, and VPN
• Microsoft enterprise ecosystem, including Windows Server, Active Directory, Azure / Microsoft 365, Office applications, and more
• Server virtualization platforms, primary Microsoft Hyper-V
• Common server functions (including DHCP and DNS) as well as Microsoft-specific server functions (including Group Policy, Print Services, File Services and DFS, Remote Desktop Services, and IIS)
• Enterprise email solutions, including Microsoft 365 and Microsoft Exchange
• VoIP phone systems and voice services (including SIP, PRI, and others)
• ISP and data services (including fiber, EoC, cable, T1, and MPLS)
• Backup, disaster recovery, and business continuity solutions
• IP surveillance and access control technologies
• IT security best practices and implementation methodologies
• IT environment monitoring and management, scripting, and automation
Requirements & Qualifications:
-with at least 10mbps stable internet connection
-has computer with HD camera, i5 processor and 8GB RAM
-noise cancelling headset is a must

-At least 2 years in college
-At least 2 years call center experience in technical support
-willing to work on night shifts and weekends
Skills Required:
Software Development
Troubleshooting Level 4
Web Analytics Level 2
Software Integration Level 2
Application Interface Level 2
Desktop Applications Level 2
Software Plug-ins Level 2
Embedded Software Level 2
Web Host & Server Management
Managing Servers Level 2
Customer Service
Technical Support Level 2
Programming & IT
Networking & Security Level 2