[Second Shift] IT Help Desk II (Atlanta, Georgia)

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This position is SECOND SHIFT: 1:00-10:00pm ET OR 2:00-11:00 pm ET

We are seeking candidates in the Atlanta, GA area.

You will work remotely, with on-site visits to client locations within a 100-mile radius as needed, up to 50%.

General Summary

Are you an experienced Help Desk Level II technician seeking a new challenge, or a top-performing Help Desk Level I technician ready for career advancement? Longleaf Network is in search of the right candidate to elevate our IT support services. This role involves a higher level of technical expertise, mentorship, and customer service excellence. The ideal candidate will adhere to our triage and documentation processes and set an example for the team.

We Offer

  • Competitive salary and generous bonus structure ($44,876 - $52,153 depending upon skill level)
  • Full benefits package, including free health & vision, disability, and life insurance for employees.
  • Training programs to improve your skills and prepare you for advancement
  • Paid vacations and holidays, including your birthday
  • A family-friendly environment
  • Challenging projects in a fast-paced environment
  • Collaborative process
  • Growth opportunities
Position Responsibilities
  • Advanced Technical Support: Provide escalated technical assistance to system users and customer support staff, handling more complex issues.
  • Client Satisfaction: Deliver timely and accurate service to achieve high customer satisfaction and mentor teammates to maintain this standard.
  • Problem Assessment & Resolution: Evaluate user needs, define technical problems, and collaborate with engineers to determine and implement solutions.
  • Solution Implementation: Assist clients in implementing advanced technical solutions.
  • Process Adherence: Follow and enforce the established triage and documentation processes, serving as a role model for teammates.
  • Team Leadership: Act as a mentor and guide for Level I technicians, aiding in their technical and professional development.
  • Onsite Support: Willingness to travel to client sites for onsite support as needed, within a 100-mile radius of the office location. Reliable transportation is a must.
Essential Technical Skills
  • Operating Systems: Proficiency in Windows
  • Networking: Understanding of TCP/IP, DNS, DHCP, VPNs.
  • Active Directory: User account management and group policy.
  • Virtualization: Familiarity with VMware or Hyper-V.
  • Remote Support Tools: Proficiency in remote desktop applications.
  • Hardware Troubleshooting: Desktops, laptops, and peripherals.
  • Software Installation and Troubleshooting.
  • Security Protocols: Basic security protocols and antivirus software.
  • Office Suite: Proficiency in Microsoft Office Suite or equivalent.
Advanced Technical Skills
  • Scripting: Basic scripting skills in PowerShell, Bash, or Python.
  • Cloud Services: Familiarity with Azure
  • Server Management: Basic server hardware and operating systems.
  • Monitoring Tools: Experience with system monitoring tools.
  • Backup and Recovery: Understanding of backup solutions and disaster recovery plans.
  • VoIP: Basic understanding of VoIP technologies.
  • Email Systems: Familiarity with Microsoft.
Desired Skills And Experience
  • Educational Qualification: A degree in computer science or a related field.
  • Experience: At least 1 year of relevant service as an MSP Help Desk Technician, preferably at a Level II.
  • Ticketing Systems: Experience with Connectwise Manage
  • Leadership Skills: Demonstrated ability to lead and mentor, irrespective of job title.
  • Communication Skills: Excellent written and verbal communication abilities.
  • Problem-Solving: Advanced problem-solving and troubleshooting skills.
  • Cultural Fit: Alignment with our corporate culture and values.
  • Certifications: Familiarity with ITIL v3, ConnectWise, and CompTIA A+ certification is a plus.
Additional Considerations
  • Team Collaboration: Ability to work well in a team setting and collaborate across departments.
  • Adaptability: Openness to learning new technologies and methodologies.
  • Accountability: Takes responsibility for actions and follows through on commitments.
By joining Longleaf Network as an IT Help Desk Level II Technician, you will play a critical role in enhancing our IT support services. Your advanced technical skills and leadership abilities will not only resolve complex issues but also contribute to the professional growth of our Level I technicians. Your commitment to customer service will further solidify our reputation as a company that values quality and customer satisfaction.

About Longleaf

The Longleaf Network is a provider of outsourced IT services for a variety of clients and industries. We've been growing steadily since opening our doors in 2006 and serve 450+ locations nationally. We have offices in Greensboro, NC but have many positions that are full-time remote from all over the US.

We are a team of professionals who value kindness, honesty, expertise, responsibility, transparency, stewardship, and continuous improvement.

COVID-19 Considerations

This position requires the candidate to be vaccinated. We are taking this pandemic very seriously and are making all efforts to keep employees safe.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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