6 Netcov Full Time Jobs Hiring Near You

Job Summary:
NetCov is a managed services company seeking a Service Desk Specialist to provide technical support to clients. The role involves diagnosing and resolving desktop hardware and application issues while ensuring high levels of customer satisfaction and efficient IT system operation.
Responsibilities:
• Provide effective technical support to clients via phone, email and RMM toolset.
• Diagnose and resolve desktop application and hardware related issues
• Act as a supportive technical resource for the team, ensuring service needs are met
• Manage client IT systems and adhere to service level agreements and standard operating procedures.
• Ensure NetCov has updated customer documentation needed to provide best-in-class support.
• Perform additional tasks and responsibilities as assigned by your Service Desk Manager and/or Service Desk Team Lead, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
• Real time tracking and updates of support tickets in Network Coverage’s ticketing system.
• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with the managed services team to identify client trends
• Maintain clear client communication and set expectations on active support inquiries
• Identify opportunities to enhance process efficiency and implement best practices
• Ensure that all customer inquiries and complaints are addressed promptly and professionally.
• Remain updated on industry advancements and enhance technical skills
• Standardize all inbound tickets that cross the team boards.
Qualifications:
Required:
• Provide effective technical support to clients via phone, email and RMM toolset.
• Diagnose and resolve desktop application and hardware related issues
• Act as a supportive technical resource for the team, ensuring service needs are met
• Manage client IT systems and adhere to service level agreements and standard operating procedures.
• Ensure NetCov has updated customer documentation needed to provide best-in-class support.
• Perform additional tasks and responsibilities as assigned by your Service Desk Manager and/or Service Desk Team Lead, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
• Real time tracking and updates of support tickets in Network Coverage’s ticketing system.
• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with the managed services team to identify client trends
• Maintain clear client communication and set expectations on active support inquiries
• Identify opportunities to enhance process efficiency and implement best practices
• Ensure that all customer inquiries and complaints are addressed promptly and professionally.
• Remain updated on industry advancements and enhance technical skills
• Standardize all inbound tickets that cross the team boards
• Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security
• Knowledge of with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office
• Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless
• Ability to diagnose and resolve technical issues timely and effectively
• Experience with various troubleshooting tools and techniques
• Strong organizational skills and ability to prioritize tasks
• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• High attention to detail to ensure accurate record-keeping
• Associate’s degree in Information Technology, Computer Science, Network Administration or related business field.
• 1-3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.
• This is a full-time position
• This position will require participation in a recurring predetermined on-call rotation.
• This position will require travel and recurring visits to client offices where locations will vary. Reliable transportation is required.
• This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.
Company:
For 30 years, Network Coverage has delivered expert IT solutions, top-tier support, and strategic guidance to enhance performance, security, and productivity. Founded in 1996, the company is headquartered in Boston, USA, with a team of 201-500 employees. The company is currently Growth Stage.