Total Networks is looking for an energetic person with a passion for helping clients solve problems and a strong phone personality to grow our team. This is a fast-paced job focused on clear communication, quick response, and proactive focus on valuing our clients' time. You will be working with a collaborative team in our Phoenix office and have access to resources for escalations.
Job DescriptionThe IT Support Technician is responsible for handling support service requests. This relates to all technology, including: workstations, servers, printers, networks, and vendor-specific hardware and software.
Basic Functions

• Help desk support answering client phone and email requests
• IT Support relating to technical issues involving Microsoft's core business applications and operating systems
• Support for client-specific applications including cloud-based services
• Support of disaster recovery solutions including backups, verifications, and file restorations.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Remote Gateways, Terminal Services, and Citrix
• System documentation creation, maintenance, and review
• PC setup/preparation for deployment

Additional Duties And Responsibilities

• Maintain a high level of customer service, perception, and satisfaction
• Fast response and resolution 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 on-site or advanced support
• 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

Knowledge, Skills, And/or Abilities RequiredTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as verbal and written communication, active listening and empathy
• Diagnosis skills of technical issues
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of recommended support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

Educational/Vocational/Previous Experience Recommendations

• 1 year of IT or related experience.
• Professional IT Certifications, such as Microsoft MCP, Comptia A , CCNA, CISSP

Benefits

• Competitive wages based on experience and qualifications
• Medical, dental, vision, life and petcare plans
• Generous PTO and sick time plan
• Performance-based incentives
• Full on-the-job training & support
• Fun working environment and culture
• Great opportunity for advancement

About Total NetworksTotal Networks is a full-service information technology consulting firm for professional clients in Phoenix, Arizona. We provide complete outsourced IT support for small and medium-sized firms or we act as senior technology consultants to larger firms with in-house IT staff. We have a collaborative culture that focuses on relationships with our clients and colleagues. Regular, proactive communication and planning is a key factor that distinguishes Total Networks. We are a steadily growing company with a highly scalable team-based business model. Our approach supports our continued growth while maintaining close, personal relationships with our clients and career paths for our employees. We are family-owned and offer competitive benefits and a generous bonus plan.
If you think you've got what it takes to be part of the IT team for high-profile clients in Phoenix, we'd love to hear from you!Salary: $18 - $24 per hour