Service Desk Technician
1 month ago
Job Type
Full-time
Description
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.
Salary Description
DOE
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