What are the responsibilities and job description for the Service Desk - Technician (Level 1) position at GRIT Technologies?
General Summary:
The Service Desk Level 1 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, and vendor specific hardware and software. Service Desk Level 1 Technicians are typically entry level with less than one year of experience. This person is a good communicator and should be prompt and/or know the importance of communicating ETAs to clients. Most importantly, this person should be eager to learn while following prescribed procedures.
Position Responsibilities:
- Answer Help Desk phones to provide Level 1 remote phone support
- Log, document, and track incidents within ConnectWise Manage
- Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily
- Monitor and hit weekly KPIs
- Willing to occasionally be on call and/or work overtime, holidays, and weekends
- Provide Level 1 Support for the Professional Service team as assigned
- Communicate with end users and set appropriate expectations on service tickets
- Ability to pay close attention to detail while performing technically detailed tasks
- Ability to deal effectively with stressful situations
- Audit documentation & toolsets as outlined by Service Desk Manager
- Spam Filter True-up
- Office 365 True-up
- ConnectWise Manage Contacts True-up
- ITGlue review/update
Knowledge, Skills, and Abilities:
- Experience required with Windows desktop operating systems
- Mac OS is not required but a plus
- Understanding of TCP/IP, IPV4, DNS, & DHCP and troubleshooting Internet connectivity
- Experience with Terminal Services
- Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
- Working Knowledge of Wireless Technologies
- Organization and multi-tasking skills
Credentials and Experience:
- High school diploma or equivalent
- New hire with no certifications
- Eager to learn
- Takes direction from Engineers/Technicians
