Service Desk Technician

The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

• IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Monitoring and support of disaster recovery solutions.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, Wi-Fi, and security.
• Basic remote access solution support: IPSEC & SSL VPN, Remote Desktop Services, etc.
• 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, and agreed outages.
• Resolute dedication to unparalleled customer service.
• 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 appropriately.
• Responsible for entering all time and expenses as they occur.
• Continuous education, expansion, and refinement of technical knowledge and credibility through industry standard certifications.
• Professional IT Certifications, such as: Microsoft MCP, Fortinet Network Security Expert (NSE), LabTech LTCP, Cisco CCNA, CompTIA A+ or Network+.
• Basic understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony 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 services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide 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.
• 3 years of IT or related experience, special preference for Service Desk/Desk Side support experience.
• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits included.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.