The Service Desk Technician is responsible for remotely handling Service Desk upport tickets in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific software.
Basic Functions:
IT remote support relating to technical issues involving Microsoft’s core business applications and operating systems.
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 VMWare.
System documentation.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Must act as on-call representative periodically.
Must be willing to travel locally.
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction.
Fast turnaround of customer requests.
Work with the Service Desk Manager 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.
Enter all work as service tickets in ConnectWise.
Knowledge, Skills, and/or Abilities Required:
Understanding of operating systems, business applications and network systems.
Interpersonal skills: such as telephony skills, verbal and written 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.
Ability to work in a team and communicate effectively.
Competitive salary based on experience and qualifications.
Health, vision, disability and life insurance benefits included.
On the job training & support.
Fun working environment and culture.
Great opportunity for advancement.
We foster an environment where individuals are valued both personally and professionally. We require our employees to understand and adhere to our 5 core values: integrity, respect, client oriented service, personal empowerment, and social responsibility. Only candidates who understand and can commit to these core values will be considered during our hiring process.
Our full-time employee benefits include: health insurance with vision, long term & short-term disability, life insurance, and a retirement package (including company matching). We are an entrepreneurial company with an exciting and sometimes intense working environment.
Candidates who want an exciting opportunity in a people-oriented company should apply!
Work Remotely - Yes
Job Type: Full-time
Salary: $35,000.00 - $40,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Vision insurance
Schedule:
Monday to Friday
On call
Work Location: Remote
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
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