Service Desk Technician

Service Desk TechnicianThis position is responsible for handling first level support of service requests that relates to all technology including workstations, servers, printers, networks and vendor specific hardware and software.Essential Duties and Responsibilities:IT Support relating to technical issues involving Microsoft's core business applications and operating systems.Issue or manage ticket as Level 1 is limited to properly assess and document client issues the SLA guidelines and resolve or escalate to a Level 2 resourceSupport of disaster recovery solutionsBasic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and securityAbility to work in a team and communicate effectivelySystem documentation maintenance and review in ConnectWiseCommunication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesAct as the single point of contact to the client for all types of service requestsCoordination of all IT support groups to ensure maximum utilization of billable resourcesPre-process service ticketed requests as they arrive through all intakes including direct client inputSchedule internal and field technical resources on the ConnectWise dispatch portalMonitor resource schedules to ensure prompt time entry on service requestsAdditional Duties:When dispatching, the goal is to attain maximum utilization of internal and field technical resources through daily dispatch of service requests.Improve client service, perception, and satisfaction with fast turnaround of client requestsEscalate service requests that cannot be scheduled within agreed service levelsReport the utilization of IT Support resources and successful completion of service requests to the SupervisorResponsible for entering time and expenses in ConnectWise as it occursUnderstand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise UniversityEnter all work as service tickets or projects into ConnectWiseDocument internal processes and procedures related to duties and responsibilitiesAny and all other duties qualified to be performed as may be assigned by supervisionRequirements:Preferred professional certifications Comptia A+ or Microsoft Certified Professional (MCP).High School Diploma or equivalent with proficient and accurate typing skillsBasic computer and operating system knowledgeInterpersonal skills: such as telephony skills, communication skills, active listening and client-careSelf- motivated and ability to multi-task and work in a fast-moving environmentTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization's key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesCompany: AunalyticsLocation: Grand Rapids, MIType:Careers at AunalyticsAunalytics is a data and AI company. We build the data foundation that makes AI work in the real world, and we pair that technology with the hands-on expertise and guidance our clients need to see business impact. We apply our data and AI approach to IT services and to financial institutions. With well over a decade of experience, a proprietary platform, and a team of data scientists, engineers, and industry experts, we're a trusted partner for midsized businesses across the U.S. We're headquartered in South Bend, IN with offices in Michigan, Ohio, and New Jersey. If you want to do meaningful work at a company where your contributions move the needle for clients, for the business, and for the team around you, you'll fit right in here.