National Help Desk Engineer

Overview

The National Helpdesk Engineer II is responsible for providing Tier 3 helpdesk end-user support, and Server and infrastructure support for small to enterprise-sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.

Responsibilities

• Respond to calls, tickets, and emails that are escalated from the NHD Services team members to troubleshoot reported issues in a helpdesk environment
• Analyze and respond to Server and infrastructure alerts
• Onsite deployment of customer desktops, servers, and infrastructure equipment
• Work on customer projects with teams of NHD Service team members and Project Engineers
• Troubleshoot, monitor, and maintain client computers and desktop applications
• Support current Windows Server operating systems
• Support current Microsoft and other Server products
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