Service Desk/Help Desk – Hybrid

Service Desk/Help Desk Position

The Service Desk/Help Desk is a junior-level role responsible for the design and implementation of LAN/WAN, server and cloud services technology. Jr. PEs are required to work closely with our Design Desk (system architect) and deliver technical solutions that meet a client's business requirements, and therefore must be able to communicate effectively across all levels of a corporate structure.

Position Functions:

• Design and implement LAN/WAN and server infrastructure and related peripherals including:
• ConnectWise Routers
• Firewalls
• Switches
• VPN
• Virtualization (VMware and Hyper V)
• Physical and Virtual Host Server Hardware
• Windows Server and Active Directory
• RDS/Remote App | Citrix
• SQL Server
• VoiP and PBX based telecom
• Enterprise Storage Solutions including SAN, NAS, and Tiered/Cloud Storage
• Enterprise Backup and DR Solutions
• Cloud Services including Azure and O365
• Email Services including Premise and Office 365
• Wireless Access Technologies
• Security and compliance technologies
• Desktop and Mobile Device Technology
• Application Software with 3rd party coordination
• Perform major IT migrations including office moves, data center, ISP and on-prem to Cloud/Azure
• Travel to client sites to provide onsite service and support as necessary (95% DFW local)
• Work closely with vCIO and Design Desk to solution technology to meet client business objectives
• Participate in on call support rotation
• Onboarding and accurate documentation of client systems
• Provide pre-sales design and support to internal team members
• Evolve internal professional services processes in response to rapid industry changes
• Document internal processes and procedures to maintain consistent results and efficiencies, including creation of network diagrams and technical process documentation and checklists
• Effectively communicate with clients and manage their expectations, support the project coordinator/manager
• Manage and transport products and inventory for assigned projects
• Attend and conduct internal and client meetings
• Maintain industry product knowledge through training and certification programs