Level One Service Desk Technician

Compensation: $20 - $25/Hour

Reports to: Service Manager

Department: Service and Support

Job Description:

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, including but not limited to: workstations, servers, printers, networks, and vendor-specific hardware and software.

Basic Functions:

• 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, and agreed on outages.

Additional Duties and Responsibilities:

• Onsite Support as needed

• 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 they occur.

• Understand processes in ConnectWise by completing assigned training materials and blueprints on ConnectWise University.

• Enter all work as service tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required o 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 essential functions.

• Advanced understanding of operating systems, business applications, printing systems, Microsoft active directory, email, 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: the 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.

• Reliable Transportation

Educational/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science or a related field.

• 1-2 years of IT or related experience.

Benefits:

• Competitive salary based on experience and qualifications.

• Performance-based incentives.

• Generous bonus levels.

• Full on-the-job training & support.

• Fun working environment and culture.

• Great opportunity for advancement.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.

Other duties may be assigned as needed.