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, 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.
    • 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.
    • Responsible for entering time and expenses in ConnectWise as they occur.
    • Fast turnaround of customer requests.
    • Ability to work in a team and communicate effectively.
    • Work with the Service Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
    • Escalate service requests that require higher level support.
    • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
    • Enter all work as service tickets in ConnectWise.
    • Complete required additional training.
    • Seek additional training to increase skill set.

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.
  • Years of IT or related experience.

Benefits:

  • Salary:
  • Health, Vision, Dental Insurance
  • 401k+ company match
  • PTO
  • Bonuses
  • Certification Reimbursements

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.