Help Desk Technician - Tier 1

Job Description:

The Help Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology and includes workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

• 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 solution implementation and 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 clients as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Basic support and management of Active Directory and o365 (creating, modifying and deleting users)

Additional Duties and Responsibilities:

• Improve client service and satisfaction.
• Fast turnaround of client requests.
• Ability to work in a team and communicate effectively.
• Work with the supervisor or service desk dispatcher as needed to ensure requests are routed to the proper resource and resolved quickly and efficiently.
• Escalate service requests that require second or third 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:

The requirements below are representative of the knowledge, skills and/or abilities required to perform this job.

• Valid driver’s license
• Working vehicle
• Must be able to lift 40 lbs.
• Outstanding client service
• Keeping the client’s best interest in mind
• Basic understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephone 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, computer science or related field or comparable work experience
• Microsoft certifications is a plus