Help Desk Technician

1 month ago

San Diego, United States IT Managed Services Full time
Job DescriptionJob Description

Job Description:

The Help Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology and includes workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

  • 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.
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Basic support and management of Active Directory and o365 (creating, modifying and deleting users)

Additional Duties and Responsibilities:

  • Improve client service and satisfaction.
  • Fast turnaround of client requests.
  • Ability to work in a team and communicate effectively.
  • Work with the supervisor or service desk dispatcher as needed to ensure requests are routed to the proper resource and resolved quickly and efficiently.
  • Escalate service requests that require second or third level support.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required:

The requirements below are representative of the knowledge, skills and/or abilities required to perform this job.

  • Valid driver’s license
  • Working vehicle
  • Must be able to lift 40 lbs.
  • Outstanding client service
  • Keeping the client’s best interest in mind
  • Basic understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephone 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 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.

Educational/Vocational/Previous Experience Recommendations:

  • BA/BS, computer science or related field or comparable work experience
  • Microsoft certifications is a plus

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