IT Technician Help Desk Specialist

Job Description

We are seeking an IT Technician Help Desk Specialist to join our team! You will resolve computer-related issues for our clients.

Essential Duties and Responsibilities:

IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware

Design, implementation, and support services for Microsoft related technologies: Windows Server, SQL, SharePoint, Microsoft 365 etc.

Engineer and implement system solutions for customers using technologies that meet their needs

Support of disaster recovery solutions

Technical services and 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 customers as required: keeping them informed of incident progress, notifying them of impending changes or 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 it occurs

Work through project tickets and phases in ConnectWise as assigned by a Project Manager

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

Enter all work as service tickets into ConnectWise

Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Newave Solutions is a faith based Company who provides managed services, hardware, software and telephone systems to small and medium sized businesses. With more than 40 years of experience in the technology field we offer a wide variety of solutions from simple phones and voicemail systems to the latest voice over IP technology, video conferencing, everything IT and collaboration technologies. We pair our God given gifts and expertise with the belief we were created to serve others providing our clients the solutions and training every business deserves.

We offer a competitive salary and benefits, including medical, dental, vision, and paid time off. We are a family here at Newave, we have tons of fun and events to grow yourself personally and to help grow your family spiritually and financially.

Full-time