Service Desk Technician

Firm:

Valor Technologies


Category:

Full Time


Education:

Bachelor's Degree


Branch:

IT Team


Created:

03-25-2019


Experience:

Entry Level (Less than 2 years of Experience)


Work city:

Wauwatosa


Work start:

03-25-2019


Job title:

Service Desk Technician

Status:

Exempt

Reports To:

Service Manager

Hours:

Full-Time (40)

Summary:

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, to include: workstations, servers, printers, networks, Virtualization platforms and vendor specific hardware and software.

Key Responsibilities:

  1. IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  2. Support Virtualization platforms.
  3. Support of disaster recovery solutions.
  4. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  5. Basic remote access solution implementation and support: VPN, Terminal Services, etc.
  6. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  7. System documentation maintenance and review in ConnectWise.
  8. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  9. Improve customer service, perception, and satisfaction.
  10. Fast turnaround of customer requests.
  11. Ability to work in a team and communicate effectively.
  12. Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  13. Escalate service requests that require engineer level support.
  14. Responsible for entering time and expenses in ConnectWise as they occur.
  15. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  16. Enter all work as service tickets in ConnectWise.
  17. Other tasks as assigned.

Qualifications:

  1.  Associates/BA/BS, preferably in computer science or a related field.
  2. 1 year of IT or related experience.

Skills & Knowledge:

  1.  Advanced understanding of operating systems, business applications, printing systems, and network systems.
  2. Diagnosis skills of technical issues.
  3. Ability to multi-task and adapt to changes quickly.
  4. Technical awareness: ability to match resources to technical issues appropriately.
  5. Service awareness of all organization’s key services for which support is being provided.
  6. Understanding of support tools, techniques, and how technology is used to provide services.
  7. Typing skills to ensure quick and accurate entry of service request details.
  8. Self-motivated with the ability to work in a fast moving environment.
  9. Perceived capacity to exude Personal Credibility and Professional Integrity
  10. Positive attitude, towards people and problems
  11. Ability to self-start, work independently and achieve high standards to meet multiple deadlines
  12. Explicitly proficient communicator, including writing, speaking, editing, proofreading and computer skills
  13. Above-par working capacity, to work in small and large projects with great attention to detail.
  14. Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
  15. Adept in developing and maintaining strong relationships with management, staff, vendors and clients.
  16. Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.
  17. Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.