Service Desk Technician

Job Duties:The Service Desk Technicians provide primary telephone and remote assistance to clients in resolving hardware and software issues.· Answer incoming client calls and respond to client emails in a timely manner· Ask questions to understand technical issue as well as impact and urgency to determine priority status· Triage client issue, create service ticket and accurately document issue· Prioritize and complete tasks to meet client' Service Level Agreements (SLA's)· Methodically troubleshoot, diagnose, and resolve technical problems in a timely manner· Independently identify issues and implement solutions· Effectively communicate technical information in non-technical terms· Use Remote Manage and Monitor (RMM) system to interact with client and client's environment· Track and monitor IT technical problems to ensure timely resolution· Perform system documentation maintenance and review· When necessary, escalate service ticket to appropriate response level when issue cannot be resolved within established guidelines· When necessary, contact client for additional information· Proactively perform courtesy calls to verify issue resolution and ensure client satisfaction· Assist on-site field support specialists with information via phone when needed· Provide support of:o Microsoft®-related technologies including Office, 365Exchange, etc.o WAN and LAN connectivity, security products, and infrastructure alertingo VPN, RDS, DaaS, and Citrixo Client's line of business applicationso Firewalls, switches, and operating systems· Execute clients' employee movesaddschanges in a timely manner· Monitor RMM system alerts and notifications and respond accordingly through service tickets· Deliver basic hardware and software training· Track and monitor IT technical problems to ensure timely resolution· Document all activities within ticketing system to accurately capture time and expenses· Correctly document client solutions with correct and appropriate detail within ticketing system· Perform routine maintenance on workstations as needed· Communicate with clients and team members to meet client expectations and deliver white-glove client service· Develop internal relationships necessary to operate efficiently and effectively as a member of the services team· Mentor new team members· Assist in establishing and demonstrating best practice standards for Company technology stack, support procedures, and documentation· Identify opportunities within existing client's environment to improve system performance and client satisfaction General Duties· Provide first-class client service· Oversee special projects to ensure timely completion· Maintain consistent performance against established goals· Represent the highest industry standards and unyielding dedication to clients and employees· Maintain helpful, professional demeanor in all client and employee interactions· Resolve complex issues, establish work priorities, and make decisions within established guidelines and authority· Participate in on-site client visits and off-site client events as needed· Collaborate with internal departments to ensure goals are met and client satisfaction levels are high· Respond to emails, telephone inquiries, and internal communication (e.g., Microsoft Teams) in a timely and efficient manner· Follow Company policies and procedures· Effectively communicate within all levels of the company, all clients, and within the industry· Expand personal presence within the technology community to gain knowledge, understand competitive landscape, and build a reputation as a subject matter expertKnowledge and Skills:· Advanced education such as associate's or Bachelor's Degree in Information Systems or equivalent work experience· 1 year experience in IT support (e.g., help desk, managed IT, IT consulting or experience in desktop or application support)· Proven experience resolving technical issues including but not limited to network administration, desktop support, and IT infrastructure support· Strong understanding of basic technical terminology and concepts· Ability to interact with client support team members, vendor partners, and clients on a technical and personable level· Commitment to continual learning to increase scope and breadth of knowledge, competency, and mastery· Certifications not required but considered a plus. A willingness to pursue certifications upon hire:o Microsoft certifications (MCSEMCSA)o Microsoft Certified Desktop Support Technician (MCDST)o Microsoft Certified IT Professional (MCITP)o Microsoft Certified Technology Specialist (MCTS)o CompTIA Network+o CompTIA A+o Firewall (e.g., Meraki and FortiGate) Certification· Basic to intermediate knowledge in the following areas:o Desktop Support (Windows as well as Mac OSX)o Microsoft Office Suite supporto Microsoft 365 and SharePoint administrationo Line of business application and productivity software supporto Mobile device support (e.g., Apple iOS, Android OS, Windows Mobile)o Hardwaresoftware diagnostics and troubleshootingo Hardwaresoftware and firmware upgrades and installationso Printer supporto Wired and wireless networkingo Malware and virus remediation and anti-virus systemso Basic telephony supporto Remote support tools such as ConnectWise Automate and Labtecho Ticket system managemento Ability to use a knowledge baseo Google query· Strong problem-solving skills with expertise in troubleshooting and diagnosing technical issues· Ability to multi-task and adapt to changes quickly· Proficient typing skills to ensure quick and accurate data entry

Created: 2024-11-06