ClickCease

IT Support Technician

Job Description

The Service Desk Technician is responsible for handling first and second 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.

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.
  • Document internal processes and procedures related to duties and responsibilities
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and 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 they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in 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 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.

Educational/Vocational/Previous Experience Recommendations

  • BA/BS, preferably in computer science or a related field.
  • MBA/MS preferred but not required.
  • 3 years of IT or related experience.

Benefits

  • Competitive salary based on experience and qualifications.
  • Health, benefits included.
  • Performance based incentives.
  • Generous bonus levels.
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.