Service Desk Support Technician

Job Title:

Service Desk Support Technician

Compensation:

$37,440 – 52,000/Year

Reports to:

Service Manager

Department:

Service and Support

Job Description:

The Service Desk Technician 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:

• Answering service desk calls from the contact center queue
• Ticket intake and triage
• Ticket closing review process
• Performing the daily service board review process
• Performing the daily MSP backup check process
• Performing the weekly Mitel off-site FTP backup checks
• Performing the monthly preventative maintenance checks on our MSP clients
• Performing the monthly review and monitoring of the phishing campaigns and sending out the reports
• Support of disaster recovery solutions.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• System documentation maintenance and review in ConnectWise.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Monitor resource schedules to ensure prompt time entry on service requests.

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 Service Desk Dispatcher 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 in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.

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.

• Basic understanding of operating systems, business applications, printing systems, and network systems.
• 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.
• MBA/MS preferred but not required.
• 1 year of IT or related experience.

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits included.
• Performance based incentives.
• Generous bonus levels.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

Only local candidates need apply.

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.

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person