Job Duties:
The Service Desk Technicians provide primary telephone and remote assistance to clients in resolving hardware and software issues.
· Answer incoming client calls and respond to client emails in a timely manner
· Ask questions to understand technical issue as well as impact and urgency to determine priority status
· Triage client issue, create service ticket and accurately document issue
· Prioritize and complete tasks to meet client’ Service Level Agreements (SLA’s)
· Methodically troubleshoot, diagnose, and resolve technical problems in a timely manner
· Independently identify issues and implement solutions
· Effectively communicate technical information in non-technical terms
· Use Remote Manage and Monitor (RMM) system to interact with client and client’s environment
· Track and monitor IT technical problems to ensure timely resolution
· Perform system documentation maintenance and review
· When necessary, escalate service ticket to appropriate response level when issue cannot be resolved within established guidelines
· When necessary, contact client for additional information
· Proactively perform courtesy calls to verify issue resolution and ensure client satisfaction
· Assist on-site field support specialists with information via phone when needed
· Provide support of:
o Microsoft®-related technologies including Office, 365/Exchange, etc.
o WAN and LAN connectivity, security products, and infrastructure alerting
o VPN, RDS, DaaS, and Citrix
o Client’s line of business applications
o Firewalls, switches, and operating systems
· Execute clients’ employee moves/adds/changes in a timely manner
· Monitor RMM system alerts and notifications and respond accordingly through service tickets
· Deliver basic hardware and software training
· Track and monitor IT technical problems to ensure timely resolution
· Document all activities within ticketing system to accurately capture time and expenses
· Correctly document client solutions with correct and appropriate detail within ticketing system
· Perform routine maintenance on workstations as needed
· Communicate with clients and team members to meet client expectations and deliver white-glove client service
· Develop internal relationships necessary to operate efficiently and effectively as a member of the services team
· Mentor new team members
· Assist in establishing and demonstrating best practice standards for Company technology stack, support procedures, and documentation
· Identify opportunities within existing client’s environment to improve system performance and client satisfaction
General Duties
· Provide first-class client service
· Oversee special projects to ensure timely completion
· Maintain consistent performance against established goals
· Represent the highest industry standards and unyielding dedication to clients and employees
· Maintain helpful, professional demeanor in all client and employee interactions
· Resolve complex issues, establish work priorities, and make decisions within established guidelines and authority
· Participate in on-site client visits and off-site client events as needed
· Collaborate with internal departments to ensure goals are met and client satisfaction levels are high
· Respond to emails, telephone inquiries, and internal communication (e.g., Microsoft Teams) in a timely and efficient manner
· Follow Company policies and procedures
· Effectively communicate within all levels of the company, all clients, and within the industry
· Expand personal presence within the technology community to gain knowledge, understand competitive landscape, and build a reputation as a subject matter expert
Knowledge and Skills:
· Advanced education such as associate’s or Bachelor’s Degree in Information Systems or equivalent work experience
· 1 year experience in IT support (e.g., help desk, managed IT, IT consulting or experience in desktop or application support)
· Proven experience resolving technical issues including but not limited to network administration, desktop support, and IT infrastructure support
· Strong understanding of basic technical terminology and concepts
· Ability to interact with client support team members, vendor partners, and clients on a technical and personable level
· Commitment to continual learning to increase scope and breadth of knowledge, competency, and mastery
· Certifications not required but considered a plus. A willingness to pursue certifications upon hire:
o Microsoft certifications (MCSE/MCSA)
o Microsoft Certified Desktop Support Technician (MCDST)
o Microsoft Certified IT Professional (MCITP)
o Microsoft Certified Technology Specialist (MCTS)
o CompTIA Network+
o CompTIA A+
o Firewall (e.g., Meraki and FortiGate) Certification
· Basic to intermediate knowledge in the following areas:
o Desktop Support (Windows as well as Mac OSX)
o Microsoft Office Suite support
o Microsoft 365 and SharePoint administration
o Line of business application and productivity software support
o Mobile device support (e.g., Apple iOS, Android OS, Windows Mobile)
o Hardware/software diagnostics and troubleshooting
o Hardware/software and firmware upgrades and installations
o Printer support
o Wired and wireless networking
o Malware and virus remediation and anti-virus systems
o Basic telephony support
o Remote support tools such as ConnectWise Automate and Labtech
o Ticket system management
o Ability to use a knowledge base
o Google query
· Strong problem-solving skills with expertise in troubleshooting and diagnosing technical issues
· Ability to multi-task and adapt to changes quickly
· Proficient typing skills to ensure quick and accurate data entry
