Help Desk Technician - Tier 1

Job Description

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