Service Desk Technician

3 weeks ago

Mount Prospect, United States BSGtech Full time

**About us**

Business Solutions Group is a full-service IT solutions provider in Mount Prospect, IL 60056. This position is NOT remote and/or hybrid. You will rotate days onsite with different clients, and in the office at our data center in Mount Prospect.

**Experience**:

- BA/BS, preferably in computer science or a related field, preferred but not required.
- 2 years of IT or related experience.
- Windows: 1 year (required)
- Active Directory: 1 year (preferred)
- Microsoft 365: 1 year (preferred)

**Job Title**:
Junior Systems Administrator

**Compensation**:
$45,000.00 - $55,000.00/Year

**Reports to**:
Service Manager

**Department**:
Service and Support

The Junior Systems Administrator is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

**Basic Functions**:

- 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, notifications, and respond accordingly through service tickets.
- System documentation maintenance and review.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

**Additional Duties and Responsibilities**:

- Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Work with the Help Desk Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
- Escalate service requests that require engineer level support.
- Responsible for entering time and expenses as they occur.
- Understand processes in ConnectWise PSA by completing assigned training materials and blueprints on the ConnectWise University.

**Knowledge, Skills, and/or Abilities Required**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Interpersonal skills: such as telephony 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, preferably in computer science or a related field, preferred but not required.
- 2 years of IT or related experience.
- The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed._

Pay: $45,000.00 - $55,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching

Experience level:

- 1 year

Schedule:

- Monday to Friday

Application Question(s):

- Would you be able to come into the office in Mount Prospect IL, or go onsite to clients on a daily basis?
- Do you live within 30 minutes of Mount Prospect, IL?

**Education**:

- High school or equivalent (preferred)

**Experience**:

- Windows: 1 year (required)
- Active Directory: 1 year (preferred)

Ability to Relocate:

- Mount Prospect, IL 60056: Relocate before starting work (required)

Work Location: In person

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