IT Help Desk Engineer

AP Professionals of WNY
August 6, 2018
Job Type


Direct hire, salary $45-55K

Job Duties

  • Answer support calls via phone and email
  • Provide remote support to users via remote control and phone
  • Work with vendors to resolve issues
  • Travel onsite to customer sites to diagnose and troubleshoot


  • High-school Diploma or GED
  • 3+ Years of IT Desktop Support or IT Help-desk background.
  • Reliable transportation
  • Strong customer service skills
  • Ability to stay on task and manage own time and task list
  • A clean and professional work attire for onsite visits.
  • Groomed hair (and/or facial hair, a beard is fine so long as it is kept tidy).
  • Button down or Polo shirts (Short or long sleeve is acceptable but no graphics).
  • Khaki's, Slacks, or other clean kept pants - no blue denim.
  • Casual footwear (No sandals, simple tennis shoes/sneakers are fine such as Vans, but nothing like athletic footwear).
  • Note, these items can be stored in the office and changed into for an onsite visit if you so wish. Internal office dress is very casual.

Technical Knowledge Needed

  • Understand basic to intermediate network troubleshooting
  • Understanding of networking
  • DNS, DHCP, VLANs, Static Routing, etc
  • Basic understanding of UTMs and NGFW appliances
  • Basic understanding of network switching
  • Ability to build and image workstation PCs
  • Ability to learn new software and interface with vendors for support
  • Ability to document time and the process used to resolve
  • Knowledge of Windows, Mac, iOS, and Android operating systems
  • Ability to work with Windows Server 2012 R2
  • Active Directory
  • DHCP/DNS Servers
  • File servers
  • Print Servers
  • Understanding of backup software

Nice to Haves

  • Advanced knowledge of Windows Server 2012 R2
  • Knowledge of Cisco, NetGear (Enterprise), Fortinet, and/or Ruckus equipment
  • Advanced network knowledge and troubleshooting skills
  • Ability to perform basic billing and ordering tasks
  • Ability to terminate Cat5/6 cable


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