MSP - Service Desk Technician 1 (Entry Level)

Job Description

Job Title:

Service Desk Technician 1

Compensation:

$35K - $45K Base /Year DOE

Reports to:

Service Manager

Department:

Service and Support

Job Description:

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 including workstations, servers, printers, networks, and vendor specific hardware/software.

Basic Functions:

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.

Support of disaster recovery and backup solutions.

Basic technical support at the network level: WAN and LAN connectivity, and security.

Monitor the Management System Alerts and Notifications and respond accordingly through service tickets.

Maintain system documentation maintenance and review in the documentation library.

Communicate 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.

Understand processes in ConnectWise by completing assigned train materials and blueprints on the ConnectWise University.

Enter all work as service tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Advanced understanding of operating systems, business applications, printing systems, and network systems.

Interpersonal skills: communication skills, active listening and service oriented.

Troubleshooting 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, preferably in computer science or a related field. (Preferred, Not Required)

1 year of IT or related experience.

Willing to train right applicant

Must pass background check

CompTIA A+

CompTIA Network+

Microsoft 365 Fundamentals

Benefits:

· Competitive salary based on experience and qualifications.

· Health, dental, PTO, 401k benefits included.

· Performance-based incentives.

· Full on the job training & support.

· Fun working environment and culture.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.Company Description

Custom Technologies has been serving Georgia since 1992, providing IT Support such as technical helpdesk support, computer support, and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.

We partner with many types of businesses in the area, and strive to eliminate IT issues before they cause expensive downtime, so you can continue to drive your business forward. Our dedicated staff loves seeing our clients succeed. Your success is our success, and as you grow, we grow

Full-time