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Service Desk Specialist-level 1

4 months ago

Stamford, United States Netology Full time

Do you like learning the latest technologies and have fun doing it? If you do, and you like the idea of working in a growing tech organization where you can make an immediate impact, look no further, your search is over

At Netology, we are passionate about technology, bringing innovative solutions to our clients, our partners.

We are looking for techs with drive and commitment. We used to say there is no such thing as a free lunch at Netology, but now that we are back in a hybrid, we actually do get a free lunch on Thursday, and have restored our pre-pandemic breakfast on Tuesday We do other fun stuff too, a magic performance over Zoom, or a staff, family and friends' picnic after a Netology softball game or Taco’s and beer at the CEO’s house are recent examples, and we are always looking for other activities we can enjoy together as a team.

The position is office based initially, but most positions at Netology are eligible for remote working after a period of service. Once eligible we operate a hybrid of 3 days in the office, 2 days remote, so that we can get the benefits of collaboration whilst still retaining the flexibility and reduced commuting of some work from home.

**Personal Attributes**
- Above & Beyond attitude to Customer Service
- Positive, optimistic and logical approach to problem-solving
- Clear and concise oral and written communication
- Strong independent research skills
- Respects and follows process and procedure
- Collaborative and open to sharing knowledge

**Responsibilities**
- Diagnose and resolve a wide range of technical issues remotely, or at client sites
- Ensure information captured and steps taken are recorded in the ticketing system
- Handle client requests for service, resolving issues or escalating where appropriate
- Liaise with vendors and other third parties to move issues towards completion
- Create and update documentation such as client configurations, work instructions etc.
- Occasional travel and some off-hours or weekend work
- Ability to work various shifts and occasional overtime to ensure service coverage
- Maintain and submit up to date time entries and expenses for billing purposes

**Technical Competencies (required)**
- Good knowledge of Microsoft Windows Server & Desktop Operating Systems
- Good understanding of Active Directory, Group Policy, DNS, DHCP and basic network concepts
- Good knowledge of the Microsoft Office Suite
- Basic understanding of Share and NTFS File permissions
- Configuration and troubleshooting remote access technologies such as VPN, Gateway Services
- Configuration and troubleshooting mobile devices such as iPad, iPhone and Android
- Printer configuration and troubleshooting

**Technical Competencies (preferred)**
- Good understanding of the Microsoft 365 platform, experience administering the Tenant is a plus
- Managing SharePoint Sites, Document Libraries, and Permissions
- Configuring and supporting multi-factor authentication
- Virtualization technologies including VMWare and Hyper-V
- Basic firewall configuration and troubleshooting, SonicWall experience a plus
- PowerShell: Scripting skills, able to understand and modify scripts
- Experience with MDM solutions such as Microsoft Intune, MAAS360
- Backup and Restore, experience with Datto a plus
- Experience with Mac Desktop OS
- Ticketing/PSA tools, Autotask experience a plus
- RMM tools, Datto RMM experience a plus

**Experience & Qualifications (required)**
- Minimum 1 years’ experience within relevant IT field
- Valid Driver’s License and insured Motor Vehicle available for occasional client calls

**Experience & Qualifications (preferred)**
- Bachelor’s degree in Computer Science, Information Science or related field
- Previous experience with a Managed Service Provider a plus
- Microsoft Certifications, MCP, MCSA, MCSE
- CompTIA Certifications
- Cisco Certifications, CCNA

Pay: $20.00 - $30.00 per hour

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance

Experience level:

- 1 year

Schedule:

- 8 hour shift
- Monday to Friday
- On call

License/Certification:

- Driver's License (required)

Work Location: Hybrid remote in Stamford, CT 06905