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Help Desk Technician
1 month ago
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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