Tier 2, Help Desk Support

Position Summary 

The primary role for this position would be focused on supporting various IT Infrastructure technologies with an emphasis on Root Cause Identification and Resolution. This role will be primarily focused on server, network, critical application troubleshooting, etc. with an emphasis on Citrix. 

Essential Duties and Responsibilities 

• Responsible for maintenance, configuration, and reliable operation of computer systems, network infrastructure, and servers, both physical and virtual across multiple client environments. 
• Administrates, implements, and maintains server operating systems and software 
• Install and upgrade server components and software,
• Manage virtual servers using ESXi and Hyper-V hypervisors. 
• Troubleshoots and resolves software, operating system, and networking problems 
• Schedules, performs, and monitors system backups and when necessary, performs data recoveries 
• Actively resolve problems and issues with computer and server systems to limit work disruptions 
• Problem management and resolution of issues in a timely manner
•  Responsible for server capacity, storage planning and database performance
• Establishes and implements standards for compatibility between hardware and software
• The ability and desire to mentor and guide Tier-I Team as needed 
• Documents work completed in a timely manner and improves existing documentation to improve efficiencies across the team. 

Education/Experience/Certifications 

• 5+ years hands-on IT experience required 
• Certifications
• VMware VCP strongly desired 
• AZ-900 or equivalent strong desired 
• Bachelor’s Degree preferred 

Expert-Level Administration Experience with the following: 

• Windows 7/8/10 
• Windows Server 2008R2/2012R2/2016/2019 
• Office 365 Admin portal and Mail portal 
• Microsoft Exchange 
• Microsoft Windows Administration tools (AD Users and Computers, DHCP, DNS, Group Policy, Sites and Services, etc.) 
• VMware and Hyper-V Server Virtualization Technologies 
• Networking protocols including DHCP and DNS as well as switching and routing. 
• Experience with Enterprise Storage solutions such as but not limited to ExaGrid, Compellent, and Synology a plus. 
• VMware and Hyper-V Server Virtualization Technologies 
• Experience with Hyperconverged Technology a plus 

Implementation, Management, and Migration Experience with the following:

• Microsoft Active Directory including Azure AD 
• Citrix Technologies a plus 
  • XenServer 
  • XenApp 
  • XenDesktop 
  • Web Interface 
• Backup / DR strategies including VEEAM and Asigra 

Work Environment and Physical Demands

• Work primarily in a climate controlled environment with minimal safety/health hazard potential.
• Occasional lifting (lift and/or move up to 50 pounds) may be required. 
• Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role. 
• The noise level in the work environment is moderate. 
• Frequent local travel required.