Tier 1 System Support Technician (Help Desk)

Tekmanagement, Inc has been locally owned and operated in the Rogue Valley for 40+ years and we are looking to add a System Support Technician to our team. This is a full-time benefitted position that you start accruing from Day 1.

Position Description

The Tier 1 System Support Technician is our first level of support for our clients. You will be exposed to all areas of technology (workstations, servers, printers, networks, hardware & software, as well as vendor specific hardware). You will at times need to work with Third Party Vendors to resolve client issues.

Salary Range: $18.00-$25.00/hour plus benefits

Required Skills

• Improve customer service, perception, and satisfaction
• Ability to multi-task and adapt to changes quickly
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Service awareness of all organization’s key IT services for which support is being provided
• 1 year minimum Help Desk experience
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Act as the single point of contact to the customer for all types of service requests
• System documentation maintenance and review in ConnectWise
• Coordinate scheduling field technical resources
• Fast turnaround of customer requests.
• Responsible for entering time and expenses in ConnectWise as it occurs
• Support of disaster recovery solutions
• Ability to work in a team and communicate effectively
• Escalate service requests that require engineer level support
• Basic remote access solution implementation and support: VPN, Terminal Services, and VNC
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Diagnosis skills of technical issues
• Technical awareness: ability to match resources to technical issues appropriately
• Self-motivated with the ability to work in a fast-moving environment.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Enter all work as service tickets into ConnectWise