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IT Technician Service Desk Level 1

2 months ago

Atmore, Alabama, United States Pathway, Inc. Full time
Job Description

Pathway, Inc. is seeking a highly skilled IT Technician Service Desk Level 1 to join our team. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers via phone, email, and our help desk system.

Key Responsibilities:
  • Provide level 1 and 2 resolutions for customer networked environments, including desktops, servers, client/server applications, and common peripherals.
  • Perform system administration tasks, such as adding, changing, and moving user and computer accounts, directory permissions adjustments.
  • Accurately and promptly document issues and requests from customers at the time of ticket submission and during the course of support activities.
  • Work effectively alone and with the team to resolve technical issues.
  • Troubleshoot and resolve issues related to TCP/IP, remote access software, and network connectivity.
  • Respond to scheduled client issues promptly.
  • Install and upgrade desktop and server-related software and hardware.
  • Perform issue and problem resolution remotely, on-site, or by providing clear instructions to end users as needed.
  • Manage and update various client/server applications, escalating to vendor support as necessary.
Requirements:
  • Professional, personable, and presentable demeanor.
  • Windows 10 and 11 experience.
  • Windows Server experience.
  • MS Exchange Server and Office 365 experience.
  • Network administration, Active Directory, and domain account management experience.
  • Local and network printing experience.
  • Remote support of servers and workstations experience.
  • Support of various enterprise client/server applications experience.
  • Thin clients, Remote Desktop, and Remote Access experience.
  • Working with Help Desk, asset management, and remote monitoring applications experience.
  • iOS and Android experience.
  • MS Office suite experience, including Outlook.
Preferred Qualifications:
  • One year of experience in supporting and implementing networked computer systems in a business environment.
  • Excellent customer service focus, communications skills via phone, email, and in-person.
  • Ability to work alone and in a team environment.
  • Excellent analytical and troubleshooting skills.
  • Demonstrated ability to quickly learn new applications, systems, and requirements.
  • Understanding of call flow process, call handling, call priorities, and service level agreements.
  • Maintain and update documentation of issues, applications, and systems as they occur.
  • Knowledge of Windows-based server and desktop operating systems.
  • Maintain regular, timely contact with customers, ISPs, and vendors in support of customers and their systems.
  • Knowledge and practical experience in the use and application of popular personal computer software packages, such as Microsoft Office, account applications, financial services applications, and various communications packages.
  • Ability to understand customer needs and to initiate and implement strategies to address them, as well as communicate technical information effectively and politely to non-technicians.
  • The desire to become an immediate contributor to our customers' success.
  • Must be able to lift 40 lbs.
  • Valid driver's license.
  • One or more technical certifications, such as A+, MCP, MCSE, MCSA, CCNA, and the like, preferred.
  • Firewall, Router, and VMWare experience are a plus, as is experience utilizing various MSP management tools, such as ConnectWise.
Benefits:
  • 401(k) matching.
  • Dental insurance.
  • Employee assistance program.
  • Flexible spending account.
  • Health insurance.
  • Life insurance.
  • Paid time off.
  • Vision insurance.
Work Location:

In-person.