JOB DESCRIPTION
Job Title: Desktop Support Technician
| Department: Service and Support | Reports to: Service Manager |
GENERAL SUMMARY:The Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
- 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
- System documentation maintenance and review in ticketing system
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
- Implement and support disaster recovery solutions
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security- Wireless
- System documentation to include system reviews and recommendations
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 ticketing system as it occurs
- Enter all work as service tickets into ConnectWise
- Escalate service issues that cannot be completed within agreed service levels
- Develop in-depth knowledge of the service catalog and how it relates to customer's needs
- Document internal processes and procedures related to duties and responsibilities
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
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.
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
- 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 IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT 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
- Candidates with previous remote support experience preferred
- Candidates with A+ certificate preferred
- Candidates with MCDST (Microsoft Certified Support Technician)
If you are Interested Please Submit your Cover Letter and Resume :
