Service Desk Technician Jobs

Service Desk Technician

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, patching.

· Install, modify, and repair computers, printer and peripheral hardware and software, 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 PC’s, 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 proven experience working in an MSP environment.

· Knowledge of various operating systems and platforms (Windows, MAC)

· Knowledge of Windows Active Directory, Office 365, Outlook

· 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, RMM, ConnectWise Automate.

· Experience with ConnectWise Manage, Support is a plus.

· A+ Certification, MCSA, MCP is a plus.