IT Support Specialist

2 days ago


Upper Marlboro, Maryland, United States Your Way IT Solutions Full time
Job Title: IT Service Desk- Field Technician

At Your Way IT Solutions, we are seeking a highly skilled and experienced IT Service Desk- Field Technician to join our team. As a key member of our Service Desk Department, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
  • Manage and follow daily schedule of dispatched tickets and projects
  • Installation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)
  • Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)
  • Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)
  • Follow ITIL/ISO based processes
  • Meet Key Performance Indicators (KPIs) and Metrics
  • Manage client expectations
  • Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
  • Identify and offer potential solutions for recurring issues
  • Maintain internal and client documentation
  • Escalate tickets to other service delivery areas as needed
Requirements:
  • At least 5+ years in a service desk or help desk role
  • Experience with CISCO networking devices
  • Detail oriented
  • Strong organization skills
  • Strong troubleshooting skills
  • A broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)
  • Microsoft 365 and Google Workplace Administration
  • Experience working in a high-paced service desk/help desk environment
  • Experience in MSP environment preferred
  • Must have reliable transportation

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced IT professional looking for a new challenge, please submit your application today.



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