Help Desk Consultant - Systems



The Helpdesk Consultant is a full-time position which will work in a fast-paced environment, performing duties which include tier 1 troubleshooting, ticket prioritization and escalation, documentation, and time-entry. This position is expected to maintain an open line of communication and work closely with the Engineering staff on their Managed Services team in order to determine which issues can be escalated for either resolution or automation and scripting.


Our ideal candidate is an energetic team player looking for a great opportunity where they can learn, grow, and advance from within the same company The MSP team’s goal is to efficiently automate the resolution of as many issues as possible, so an interest in learning about systems automation and rule-based automation policy management is a huge plus.



  • Track all time, including detailed updates for each time entry.

  • Tier 1 Troubleshooting.

  • Manage client expectations regarding repairs and implementations, using direct interaction with clients to improve customer service, perceptions and satisfaction.

  • Perform all Help Desk duties such as, but not limited to, identifying issues, prioritization, root cause analysis, moves, additions and changes, monitoring of performance and backups, and problem escalation.

  • Use the available automation tools to work quickly and efficiently.

  • Nominate tickets for development of automation tools, self-healing configurations, or relevance reviews.

  • Answer the phone for service ticket entry and provide immediate support whenever possible



Required Qualifications:

  • Excellent written and verbal communication skills.

  • Ability to work in a team and communicate effectively.

  • Proficient: IT troubleshooting.

  • Proficient: Microsoft Office.

  • Proficient: Windows desktop operating systems, versions XP through 10.

  • Intermediate: Server hardware.

  • Intermediate: Windows Server operating systems, versions 2003 through 2012 R2.

  • Intermediate: Active Directory user administration.

  • Intermediate: Network troubleshooting (TCP/IP, DHCP, DNS).


Additional Qualifications:

  • Experience with VMWare administration.

  • Experience with Citrix/Terminal Services administration.

  • Experience with Microsoft Exchange.

  • Experience with ConnectWise.

  • Experience with N-Able.

  • Experience with system administration scripting, particularly with PowerShell, but also with VBS or batch files.


We are interested in filling this position quickly as the candidate will play a key role in the development and growth of our Consulting Division.


Please send your resume to resumes@actweb.com.

No recruiters or agencies please. Only qualified candidates will be contacted.