What are the responsibilities and job description for the College Help Desk Technician position at Advance2000?
Job Overview: An exciting opportunity with a major college in the Buffalo, NY Region. The purpose of the Technical Specialist I is to take on first level support issues from Faculty, Staff, and Students of the College. Technical support ranges from desktop support to infrastructure support. The primary role of a Technical Support Specialist 1 is to provide first level support to all internal and external contact via phone calls, emails, service requests, etc. The goal as a Technical Support Specialist is to achieve 70% first call resolution, to timely solve and remedy client and partner issues. This position will also be responsible for escalating issues effectively communicating with internal team and the effected customer.
Products to Support:
- Microsoft 365 Products and Services
- Multifactor Authentication Services
- Barracuda Products and Services
- Microsoft Active Directory & Services
- Advance2000 RMM (Remote Monitoring & Management) Tools
- Virtual Servers and Workstations
- Physical Local Workstations and Infrastructure
- Basic Networking Components and Services
- Multitenant Antivirus & Security Platform
Responsibilities:
- Place tickets and initiate troubleshooting
- Troubleshoot and provide first level support for the entire Advance2000 product suite
- Provide remote support for both internal and external services
- Diagnose and solve data communication problems
- Train users to properly use services and equipment
- Create user accounts while monitoring and regulating file access to ensure confidentiality, security, and usage
- Efficiently complete moves, adds, and changes with services provided
- Monitor and take accountability for service requests through to resolution
- Monitor service alerts and provide proper response based on SLAs
- Monitor schedule system jobs for completion and research job failures
- Provide exceptional levels of customer services to clients, users, and potential clients
- Visit customer sites to resolve reported issues and conduct maintenance visits, as needed
- Participate in R&D efforts to both enhance and develop services and products
- Document troubleshooting and maintenance procedures for new services and products
- Attend vendor training and regularly review and study technical journals to keep up with changes in the technology
- Read technical manuals and brochures to determine equipment compatibility
- Develop and write procedures for installation, use, and troubleshooting of communications hardware and software
- Provide Data Center support, as needed
- Regularly communicate with Service Coordinators and managers
Job Type: Full-time
Pay: From $21.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $21
