Service Desk Technician

4 weeks ago


Portland, United States Tech Heads, Inc Full time
Job DescriptionJob DescriptionSalary: DOE

Job Description

The Service Desk Technician role is designed to provide first-level support for service requests received via phone, email, and ticketing system. The SD tech should have excellent communication skills and the patience to communicate with a variety of interdisciplinary teams and users. The SD tech should be able to diagnose, resolve, and document technical problems quickly and accurately. The ability to work in a team environment is essential.

Responsibilities

  • Answer incoming phone calls, create service request tickets, perform follow-ups to service requests, gather information from service requestors, etc.
  • Review, analyze, prioritize, and resolve monitoring tickets.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and patching.
  • Install, modify, and repair computers, printers, and peripheral hardware and software, and perform data migrations.
  • Troubleshoot and resolve network connectivity including switches, routers, modems, firewalls, VPN, wireless, and remote access.
  • Perform service both remotely and onsite.
  • Clean PCs, printers, and other technical gear.
  • Mobile device email configuration and troubleshooting (Android, iPhone)
  • Escalate issues that cannot be resolved.
  • Document issues and resolutions.
  • Track and enter time quickly and accurately.

Requirements

  • Minimum 2 years of proven experience working in an MSP environment.
  • Knowledge of various operating systems and platforms (Windows, MAC)
  • Knowledge of Windows Active Directory, Office 365, Outlook, Azure.
  • Knowledge of various Anti-Virus applications (Sophos is a plus)
  • Knowledge of firewalls, firewall policies
  • Knowledge of storage technologies (SAN, NAS, Nimble, Synology, etc.)
  • Resourcefulness and problem-solving aptitude.
  • Excellent Communication & Documentation skills.
  • Flexibility with schedule and work location (travel to customer sites).
  • Experience with monitoring tools, such as, Ninja One RMM.
  • Experience with ConnectWise Manage, Support is a plus.
  • A+ Certification, MCSA, MCP is a plus.

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