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Level 2 Helpdesk Technician

Hours: Monday through Friday, 8:00am – 4:30pm

Employment Type: Full-time

About The Miller Group

The Miller Group is a Saint Louis based Managed Service IT company that specializes in providing premier technology solutions to Small Businesses and Mid-Sized Businesses for over 30 years. Our consistent and reliable support ensures that our clients minimize downtime and maximize efficiency.

The Miller Group is looking for a Level II IT Helpdesk Technician who will assess tickets and resolve or escalate service requests to upper level support staff. You will need to be a self-starter who is able to multi-task while responding to assigned service requests to meet Service Level Agreements and will need to provide technical support via remote support tools/email or phone for various hardware and software applications in a diverse and varying customer environment. A successful applicant will possess superior customer service skills, high computer/technical skills, have an eagerness to learn, be team oriented and have a strong commitment to excellence. Experience with a Managed Service Provider company (MSP) is preferred.

General Responsibilities
- Promptly responding to inquiries received at the Help Desk (by phone, email or text) and accurately diagnosing, prioritizing and documenting the service requests in a ticketing system
- Gather and analyze information about the customer issue and determine the best way to resolve problem directly or by escalating and dispatching other resources
- Schedule, maintain and verify local and cloud backups
- Remote troubleshooting and diagnosis of basic network, software and printing problems
- Provide first line software support and work as software support liaison
- Perform general maintenance on hardware and software in MS Windows environments
- Install, troubleshoot and maintain TCP/IP WAN/LANs and networked devices
- Perform virus/malware detection and removal
- Must be able to communicate critical information with technical and non-technical customers in a courteous and professional manner
- Provide limited onsite client service as required
- Receive and document technical equipment as it's delivered
- Replace computer hardware as failures occurs
- Initial setup and configuration of new computer hardware for client sites
- Documentation and data entry -- adding entries into a database as needed

Skills
- Strong experience with Windows XP/Windows 7/Windows 8/Windows 10
- Experience with Windows Server Environments 2003/2008 R2/2012 R2 including Active Directory
- Microsoft Office 2007/2010/2013 experience including Outlook and Office 365
- Understanding of core networking technologies including DNS, DHCP and VPN
- Experience with email setup/configuration (IMAP/ SMTP/ POP)
- Experience using a help desk ticketing system or PSA tool, preferably Autotask
- Familiarity with backup administration and disaster recovery processes (cloud, BDR, File Backup)
- Experience using remote support tools
- Applying solutions found in knowledge base and detecting trends from previous customer inquires
- Above average written and verbal skills

Other Beneficial Skills:
- RMM tool experience, preferably LogicNow/GFI/Autotask AEM
- SonicWALL, Linksys, Cisco and Araknis networking equipment
- Virtualization experience (Hyper-V)
- Scripting experience
- VOIP experience
- MCP or Network + certification desired

Requirements for consideration:
- Associate's degree or equivalent education and work experience required
- Minimum 3 years of experience providing IT support
- Ability to identify and solve problems with limited supervision
- Comfortable asking for help and escalating tickets
- Strong problem solving skills
- Thorough attention to detail
- Ability to work in a team oriented environment
- Excellent time-tracking and submission of detailed activities with clients for invoicing purposes
- Ability to safely lift 50 lbs
- Good understanding of security principles and practices
- Desire to provide outstanding customer experience
- Travel: Position requires some travel around the Saint Louis metro area; therefore, a reliable vehicle is required. The Miller Group does reimburse the employee for all company related mileage incurred and provides company cars to drive during office hours.

Benefits
- Full health insurance
- Generous vacation policy
- Profit sharing options
To Apply, fill out the form below and upload your resume. If you have any questions, please email careers@themillergroup.com

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