Reactive Support Level 2 / Helpdesk Analyst Level 2
Our Highest Level of Helpdesk Support
2009 Mackenzie Way, Suite 100
Cranberry Township, PA 16066
Why Houk Consulting?
Join a team that helps make the world a better place by improving the lives and capabilities of our small business clients, and our team members. We are structured, focused, and driven to succeed in our mission, encouraging constant improvement for ourselves and clients. We are open and honest with each other. Everyone contributes ideas and plays a role in making it happen.
Be part of a growing team, loved by our clients, with many opportunities for future growth, training, and development.
What is This Position?
This is a challenging position that requires the ability to focus intensely on one ticket at time, rapidly moving from one task to the next through the process of supporting various small business clients. The tickets are reactive in nature, meaning something needs to be fixed and a client is waiting for this to happen.
Reactive support positions are an essential part of our service offering because of how directly it interacts with clients. The experience of a client’s employees will often be determined by how well we do with their reactive support, how quickly we handle it, and how positive that interaction was.
There are 2 levels of reactive support; this position is for the highest level 2. It requires extensive troubleshooting knowledge of servers, networking, cloud solutions, and workstations. Level 1 support will primarily work on workstation and user tasks. Escalations from level 1 are handled by level 2. This position is expected to be able to solve >90% of issues without further escalation to the professional services team.
The person in this role will work at our office in Cranberry Township, PA. You’ll primarily interact with clients over the phone or through Autotask (emails flow through the ticketing system).
As we continue to expand, there will be growth opportunities for this person.
What Qualifications are Necessary?
This is not an entry level position. You will need at least 1 full year of experience successfully solving advanced server, network, and cloud problems for small businesses (less than 200 users) without assistance from higher level support. You will also need an additional 2-3 years’ experience in a customer service-oriented position. We will also consider a promising self-learner that has taken it upon themselves to improve their already substantial lower level skills through books and certifications.
You should have a technical degree or bachelor’s degree in a field related to IT infrastructure support, or relevant experience. Microsoft MCSE, MCSA, and A+ certifications are helpful but not required.
This position is best for people with experience supporting small businesses under 200 users.
You must have good customer service skills and truly enjoy interacting with other people. If you prefer the nuts and bolts without social interaction, this is not the job for you! But if you enjoy the satisfaction in helping other people and meeting a need that they have, you will probably do well in this role.
You must have good troubleshooting skills, continue to ask why until you get to the root cause, and continue to tackle the problem from different angles until a solution is found. You should be comfortable figuring it out on your own most of the time, even if you have never seen a particular problem before. Good instincts and research skills are helpful here.
Here is a list of technology you should have experience with: Active Directory, DNS, DHCP, RAID, router policies, VLAN, SSLVPN, Group Policy, Azure Active Directory, Office 365 Admin, SMTP, RDP.
Hours and Benefits
We work 8am-5pm M-F with a rotating on-call tech; you would be part of this rotation. Benefits include vacation time, sick days, holiday time, retirement match, and healthcare benefits. Pay is based on your experience and abilities.
What’s it like?
This position will interact with the end users directly to solve technical problems. A friendly and helpful manner should come natural to you. You’ll primarily get your work through our ticket management system, Autotask. You will log your time into the ticket system directly to accommodate your entire schedule. All time is logged. Once one ticket is complete, work begins on the next highest priority ticket. Each ticket is different and requires creative problem solving.
You may have to adjust your priorities for the day depending on the circumstances of the issues that come in. You may need to quickly drop what you are doing and refocus on a new higher priority task without it impacting your friendliness or helpfulness.
This job requires a lot of focused activity throughout the day. In the event our reactive work queue requires no attention, you can assist with proactive work, projects, and company improvements.
We meet once per week as a team for 60-90 minutes to review our quarterly goals, company scorecard, weekly to-dos, and solve issues as a team (based on the EOS model). We have annual state of the company meetings and quarterly company check-ins.
You will report to the IT Service Manager.
As a company of 5 that is adding our 6th, you’ll be an important part of our team; you will have the opportunity to contribute your unique set of skills and ideas while continually learning from the rest of the team in a broader way than is afforded at larger companies.
If you are a people person with strong technical skills in servers, networking, and cloud solutions, and you have the desire to be a part of a growing team where your voice can be heard, this opportunity may be for you.
Please fill out the form below to apply