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Service Desk Technician

2 months ago

Franklin, United States Provisions Group Full time

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, 365/Exchange, etc.

o WAN and LAN connectivity, security products, and infrastructure alerting

o VPN, RDS, DaaS, and Citrix

o Client’s line of business applications

o Firewalls, switches, and operating systems

· Execute clients’ employee moves/adds/changes 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 expert


Knowledge 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 (MCSE/MCSA)

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 support

o Microsoft 365 and SharePoint administration

o Line of business application and productivity software support

o Mobile device support (e.g., Apple iOS, Android OS, Windows Mobile)

o Hardware/software diagnostics and troubleshooting

o Hardware/software and firmware upgrades and installations

o Printer support

o Wired and wireless networking

o Malware and virus remediation and anti-virus systems

o Basic telephony support

o Remote support tools such as ConnectWise Automate and Labtech

o Ticket system management

o Ability to use a knowledge base

o 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