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.
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
Support of disaster recovery solutions.
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Basic remote access support: VPN, Terminal Services, and Citrix.
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.
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.
Enter all work as service tickets in ConnectWise.
Knowledge, Skills and/or Abilities Required:
Advanced 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.
KMicro specializes in providing IT managed services. We leverage the full spectrum of our expertise in servers, desktops, applications, data and networks to create seamless, well-oiled IT infrastructures that allow our clients to focus on running and growing their organization. We also provide consulting services to help our customers make smart decisions on their IT investment lifecycle, and engage our resources from design all the way to implementation.
Simply put: we manage IT to enable better business decisions.