Service Desk Technician (Level I/Level II)

Benefits Offered

Medical, Dental, 401K

Employment Type

Full-Time

Essential Duties and Responsibilities:

  • • IT Support relating to technical issues involving Microsoft's core business applications and operating systems
  • • Support of disaster recovery solutions
  • • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • • System documentation maintenance and review in ConnectWise
  • • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

  • • Improve customer service, perception, and satisfaction
  • • Fast turnaround of customer requests
  • • Ability to work in a team and communicate effectively
  • • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • • Escalate service requests that require engineer level support
  • • Responsible for entering time and expenses in ConnectWise as it occurs
  • • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • • Enter all work as service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • • Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care
  • • Diagnosis skills of technical issues
  • • Ability to multi-task and adapt to changes quickly
  • • Technical awareness: ability to match resources to technical issues appropriately
  • • Service awareness of all organization's key IT services for which support is being provided
  • • Understanding of support tools, techniques, and how technology is used to provide IT services
  • • Typing skills to ensure quick and accurate entry of service request details
  • • Self-motivated with the ability to work in a fast moving environment

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