IT Service Desk Technician
1 month ago
General Duties
- Provide helpdesk support and resolve problems with a positive customer experience
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
- Following established change control oversight, modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.
- Record all support activities, progress, actions, and status tasks within the ConnectWise ticketing system. Provide clear and detailed closure comments for customer review.
- Assist with the onboarding (new agreement engagement) of new users
- Install, test and configure new workstations, peripheral equipment and software (internal prestaging and onsite)
- Assign users and computers to proper groups in Microsoft Windows Active Directory environment
- Perform timely workstation hardware and software upgrades as required
- Participate in the after-hours "on-call" rotation schedule.
- Document "unique to customer" or "systemic problem" resolution activities for future staff reference.
- Perform technical review or evaluations of new or existing products or software as assigned.
- Engage in Microsoft Windows Server, Exchange, and SQL installation, support, and troubleshooting
- Mentor Level 1 staff regarding core technology skills required for CIO managed customer networks.
- Customer data backup services, response, troubleshooting, and validation of data
- Familiarity with Virtual server environments (IE Citrix/VMWare/Hyper-V)
- Network Switching, VLAN configurations, Layer 2/3
- Strong skill with networking and server protocols such as TCP/IP, SNMP, DNS
- Microsoft Windows professional version desktop operating systems (most current 3 versions)
- Windows Server Active Directory user support
- Network Printer/Scanner setup and support
- Microsoft Server based systems (Windows, Exchange, SQL), migration, version upgrades, and domain migrations.
- Firewall functionality, UTM setup/configuration, Tunnel setup, alerting and reporting activities.
- Storage Systems (SAN, NAS, ISCSI) based platforms. .
- Meet or exceed individual service delivery SLA (Service Level Attainment) requirements by month and annual statistical goals for service ticket response and resolution targets.
- Meet or exceed individual service delivery customer survey response rates and ratings by month and annual statistical goals.
- Meet or exceed "on-call" escalation SLA within target response times, escalation, ticket creation, and time recording.
- Maintain accurate daily time-sheet start/end time entries and submit time sheet by the weekly deadline
- 4 years of IT support experience within a MSP (Managed Services Environment)
- 2 year (AS) degree in Computer Technology, similar degree or experience
- CompTIP A+, Network +, Security Plus, similar certification or experience
- Microsoft, Cisco, VMWare (or other key vendor/manufacturer specific technical certifications or experience)
- Hybrid work environment
- PTO Package, including 15 days off in Year 1
- IRA Package with 100% match
- Frequent company events, lunches and other perks
- Business casual attire
- Referral Bonuses
- Complete Insurance package (includes health, dental, vision, life, and ancillary coverage options)
- Community Volunteering Program with PTO Comp
- Compensation: $40-55k depending on qualifications
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