Service Desk Technician

Job Description

Job Description

ComResource is looking for a Service Desk Technician.

Responsibilities:

• Handle first-level support of service requests in a professional and timely manner relating to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
• Provide IT support for technical issues involving Microsoft's core business applications and operating systems.
• Support disaster recovery solutions.
• Provide basic technical support at the network level including WAN and LAN connectivity, routers, firewalls, and security.
• Implement and support remote access solutions including VPN, Terminal Services, and Citrix.
• Monitor remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Maintain and review system documentation in the knowledge base.
• Communicate with customers as required, keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Work with the Technical Support Manager to ensure requests are routed to the proper resource for quick and efficient resolution.
• Escalate service requests that require engineer-level support.
• Enter all work as service tickets accurately and on time.
• Enter time and expenses in the system as they occur.

Essentials:

• BA/BS preferably in Computer Science or a related field.
• 2–5 years of IT or related experience.
• Ability to work in a team and communicate effectively.
• Ability to provide fast turnaround on customer requests with a focus on customer service and satisfaction.

Desired:

• A+, Network+, and/or Microsoft certifications.

Req ID: BM798336728