Service Desk Technician

Graham Allen Partners

Position Overview:

This 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 o escalate to a Level 2 resource
- Support of disaster recovery solutions

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Ability to work in a team and communicate effectively
System documentation maintenance and review in ConnectWise
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Act as the single point of contact to the client for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Pre-process service ticketed requests as they arrive through all intakes including direct client input
Schedule internal and field technical resources on the ConnectWise dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests

Additional 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 requests
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of IT Support resources and successful completion of service requests to the Supervisor
Responsible for entering time and expenses in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets or projects into ConnectWise
Document internal processes and procedures related to duties and responsibilities
Any and all other duties qualified to be performed as may be assigned by supervision

Requirements:

Preferred professional certifications Comptia A+ or Microsoft Certified Professional (MCP).
High School Diploma or equivalent with proficient and accurate typing skills
Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
Self- motivated and ability to multi-task and work in a fast-moving environment
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization's key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services

Skills & Requirements Qualifications

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Vacancy posted 4 days ago

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