Service Desk Technician

Sales Desk Technician

Due to year-on-year growth, our client, an IT Infrastructure Managed Service Provider, is looking to recruit a Service Desk Technician to join their growing team.

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.

Responsibilities

    • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
    • Support for 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.

Knowledge and skills

  • 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.
  • Education
  • BA/BS, preferably in computer science or a related field.
  • MBA/MS preferred but not required.
  • 2 years of IT or related experience.
  • Working hours are generally 8.30 to 5 pm but flexibility is key depending on customers needs.
  • This is an amazing opportunity for the right candidate who wants to work in fun working environment with a great opportunity for career progression.
  • Full training and support will be given.

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