Service Desk Technician (Level 2 - Onsite Hybrid)

We are proud to share that our company has been recognized as one of the Best Places to Work in Central Valley In 2023. This prestigious recognition highlights our commitment to creating a positive and rewarding work environment for our employees. Join us and be a part of a team that values collaboration, innovation, and excellence.

Service Desk Engineer II

Overview

This position reports directly to the Engineering Manager or Service Desk Lead and is part of a team of Engineers who are responsible for establishing good rapport with clients and delivering reactive level 2 end user support and setting client expectations per Service Level Agreements.

The Service Desk Engineer II is responsible for handling support of service requests in a professional and timely manner at client locations. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

Candidates should have at least one year of prior experience, with more preferred. Key qualities include excellent communication skills, punctuality, a clean driving record, and the ability to effectively communicate estimated times of arrival (ETAs) to clients. Other essential qualities include flexibility, understanding, teamwork, and a willingness to learn while adhering to established procedures.

Technical Responsibilities

(Includes the following. Other duties may be assigned by the Engineering Manager or Service Desk Lead based on level 2 competency).

• Preparation of Workstations and Servers in house for onsite project deployment.
• Dispatch to client locations to deploy hardware or resolve technology-related issues.
• Provide onsite support. Higher-level onsite support may be needed with assistance from Engineers from our office.
• Log, document, and track incidents through 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.
• Provide detailed explanations to end users after completion of work and ensure they are satisfied.
• Provide phone and remote support when not going onsite.
• Aid Professional Services team as assigned.
• 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 Lead.
• Take ownership of a call, seeing it through to closure, escalating calls, and issues where necessary to level 2 or 3 Professional Services Engineers utilizing established escalation procedures.
• Diagnose and resolve a wide range of technical issues remotely over the phone.
• Prompt response time according to our SLA (Service Level Agreements) for all phone and service request tickets.
• Interact with third party vendors, ISP, Cloud Services to move issues towards completion.
• Occasionally assist with level 1 related items depending on Engineering availability.

Knowledge, Skills, and Abilities

• Experience required with Windows desktop operating systems. Mac OS is not required but recommended.
• Understanding of TCP/IP and troubleshooting Internet connectivity.
• Experience with Terminal Services.
• Understanding of the relationship between switches, patch panels and connecting nodes to a network.
• Working knowledge of wireless technologies.
• Understanding of printers and how to troubleshoot various issues related to printing.
• Understanding of other hardware/devices and how to troubleshoot various issues related to hardware.
• Familiarity/past use of ConnectWise Manage PSA is a plus.

Non-Technical Responsibilities

• Communicating challenges , updating tickets, shift hand-off and follow-up activities with Dispatch, Sales, Management, and Leads.
• Must be able to work independently on issues and assignments and report daily progress to the Professional Services Lead and Dispatch
• Collaborate and share information and ideas with other members of the Professional Services Team.
• Accurately translate client requests/issues to technical standards.
• Coordinate scheduling, service calls, and assignments with Dispatch, Engineering Manager, or Professional Services Lead.
• Diplomatically manage customer's expectations, while also retaining composure under pressure.
• Must effectively communicate technical ideas and instructions to non-technical end users without sounding pretentious, while maintaining a positive perspective.
• Monthly meetings with the Engineering Manager or Professional Services Lead to check goals and expectations.
• Log, document, and track incidents through ConnectWise Manage PSA.
• Track and record time worked throughout the day through ConnectWise Manage PSA, accounting for at least 8 hours daily.
• Complete End-of-Day Reports and submit them to the Engineering Manager, Professional Services Lead, or Admin Team.
• Communicate SLA and Standby support information to clients when requested.
• Must be able to safely lift up to 50 pounds without assistance.

Additional Responsibilities

• Ability to work various shifts, and occasional overtime, to ensure Professional Services coverage.
• Maintain and submit up-to-date Time Entries and Expenses for billing purposes.
• Participation within the after-hours emergency standby rotation, starting after a 90-day probationary period.

Targeted Time Allocation

• Twenty percent (20%) of this position’s time is to be allocated to non-billable internal tasks, tickets, and administrative tasks.
• Including, but not limited to: Time entry, expense reports, training, meetings, documentation, etc.
• Eighty percent (80%) of this position’s time is to be allocated to billable tasks.
• Including, but not limited to: Returning calls, resolving service tickets, and responding to electronic inquiries.

Qualifications

• Minimum of 2 years' experience within relevant IT field.
• Preferred but not required: Bachelor’s degree in computer science, information sciences, or a related field.
• Knowledge of Microsoft Office applications, as well as all recent Windows operating systems.
• Working level understanding of Active Directory, Group Policy, and advanced network concepts.
• Valid driver’s license, clean record, and insured motor vehicle (insurance will be verified).
• Ability to compile, organize, and analyze complex data.
• Excellent oral and written communication skills.
• Excellent organizational and analytical skills; able to work on multiple tasks while meeting deadlines.
• Detail oriented; can follow and implement company procedures and policies.
• Steady while under pressure; must handle stress with grace.
• Must be willing to submit to a background check at time of application.

Compensation

• The position includes medical, 401k match, and profit sharing.
• Profit-Sharing compensation may be paid out quarterly and will be based on both Company and Client performance on pre-determined goals and KPI’s.
• Participation in 401k plan with up to 4% matching after 1 year of employment.
• Stipend for cell phone service (based on plan analysis).

EEO: This company is an Employment Equity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex or national origin. Qualified minorities, women and veterans are encouraged to apply.

Job Type: Full-time

Pay: $58,000.00 - $66,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Experience:

• IT: 2 years (Required)
• IP networking: 2 years (Preferred)
• Disaster recovery: 2 years (Preferred)
• Azure: 2 years (Preferred)
• Microsoft Office: 2 years (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Modesto, CA 95350 (Required)

Willingness to travel:

• 75% (Required)

Work Location: In person

Salary : $58,000 - $66,000