Description:
At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented on-site, dedicated Help Desk Analyst II to join our team. This role is onsite 5 days a week.
As a Help Desk Analyst II, you are the face of R3 to our clients. You should bring a high level of customer-centric focus blended with technical expertise that aligns what we do as a business to our client’s mission.

KNOWLEDGE, SKILLS, AND ABILITIES:

• 3-5 years of related experience, ideally in the Managed IT Services industry.
• Hands on experience with Intune, Entra ID, Azure, and M365 applications
• Strong written/verbal communication and customer service skills to consistently maintain a high level of collaboration and interaction with clients and teammates.
• The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis.
• Ability to independently make decisions that affect clients without always being able to consult with a supervisor.
• The ability to deliver excellence and excel in a fast-paced, occasionally high stress environment.
• The ability to perform a variety of duties, often changing from one task to another quickly.
• A strong attention to detail so work is accurate and complete.
• Available to work flexible hours, which may include night shifts and/or weekends.
• Bachelor’s degree in a related field preferred.
• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.
• Knowledge of Infrastructure and networking concepts a plus.

• Provide telephone/email technical troubleshooting support to all R3 clients. Our clients require IT support ranging across a variety of categories.
• Perform advanced troubleshooting steps to resolve various technical issues related hardware and software problems.
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets.
• Log accurate and detailed notes within the ticketing system.
• Serve as technical escalation point of contact for Level 1 Solution Center Engineers.
• Configure and troubleshoot issues related to the following technologies: Windows Server, Active Directory, Windows and Mac OS, laptop and desktop hardware, Anti-Virus, Email Security, and Microsoft 365 Applications.
• Regularly update client documentation to ensure consistent accuracy.
  Requirements: