Helpdesk Level 2

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TEKsystems is seeking a senior level technical helpdesk professional for a growing client in El Dorado Hills, CA. Below is a detailed job description. Please review and apply with a word formatted resume if qualified.Top Three Skills:2 years - Ticketing system experience2 years - Server Deployment Experience2 years - SAN experience Job Description:A Day in the life:The Help Desk Level II Technician will join a 6 person team in El Dorado Hills, helping support 250 clients and 8,000 total end users across the United States. This person will help support the level I representatives on service issues they are not able to perform. In addition to having knowledge of a help desk role, this employee will assist in issues regarding servers, web services, firewalls, storage area networks, virtualization, and networking. Listed below is further detail on what our client is looking for. Help Desk Level II is a key member of this and must possess a strong commitment to high-quality customer service and solid work ethic. This role will support the Help Desk Level I representative on Services and issues they are not able to perform. This position provides value to the client through proper management of customers and infrastructure services. Customer Satisfaction is the main goal of Level II IT Operations. Having the ability to follow, document, train, and maintain standard procedures will help drive efficiencies to maximize profit for the company. The candidate must be an experienced technologist with a proven track record of hands-on experience. This company has an aggressive growth mode which requires work at a faster-than-average pace. This is an opportunity to be challenged every day working with a variety of customers, devices and environments.Responsibilities:*Primarily responsible for customer interaction and management of infrastructure services*Answers inbound customer requests*Assist with maintenance of customer service SLAs*Work with senior level admins to determine and resolve high level problems*Management of production infrastructure hardware/software and related technologies*Identify & troubleshoot server configuration and/or performance irregularities*Develop procedures to respond to these irregularities in a timely manner*Ensure infrastructure is properly monitored*Infrastructure alerts are addressed in a timely and thorough manner*Oversee the execution and completion of assigned tasks*Document and improve existing processesTechnologies:*Web services, DNS, FTP, DHCP, liS, Apache*Networking (Cisco, TCP/IP)*Hypervisor (VMWarefKVM/XEN/Hyper-V)*Email (MS Exchange 2003- 2013, Kerio Connect, Office 365)*Firewall (WatchGuard, Sonicwall, Microsoft, Cisco ASA, HA pair configurations)*Microsoft Server, Citrix Xenapp, Linux, Ubuntu, RedHat, SaaS and IaaS technologies (OpenStack)*Backup tools, image builds and server recovery*Storage area networks (Drobo, Nimble)*Technical Certificate (MCP/MCITP, CCNA/CCNP, RHCSA) Additional Information: Position Requirements: *Minimum of 2 years of hands-on experience*Network experience preferred*Proven track record identifying and championing appropriate new technologies*Strong knowledge and experience in server, network and applications, and problemresolution*Proficient with managing and prioritizing multiple projects*Strong communications skills and ability to impart information about technology and services to prospects and clients*Advanced troubleshooting skills of familiar and unfamiliar technologies alike*May troubleshoot unfamiliar products through vendor or online documentation*Innovative and able to think out of the box*Excellent written and verbal communication skills including interpersonal Icustomer service skills*Superior analytical and problem-solving abilities with keen attention to detail*Exceptionally self-motivated and directed with ability to set and manage prioritiesjudiciously*Reports to a supervisor Work Environment:*24x7 inbound call environment supporting and troubleshooting systems *Day schedules available with scheduled on call*Working extended hours to meet deadlines, when needed*Sitting for extended periods of time*Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices*Must be able to drive to onsite locations within the Sacramento region About TEKsystems:Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants’ skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.