What are the responsibilities and job description for the End-User Support Technician position at Strategic Solutions of Virginia, LLC?

Job Description

Strategic Solutions delivers high-touch, value-rich technology services and is laser focused on helping companies successfully drive their businesses! With unparalleled expertise and credentials in healthcare, as well as legal, finance, and other industries, SSVA is the most experienced, locally-based provider of IT Consulting, Technology Delivery, and Managed Services in the Mid-Atlantic region.

We are looking for a talented Service Delivery Technician to join our team! The Service Technician is responsible for handling initial support of service requests. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

Responsibilities / Typical Day to Day

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Support of disaster recovery solutions
Basic technical support at the network level : WAN and LAN connectivity, routers, firewalls, and security
Basic remote access solution implementation and support : VPN, Terminal Services, and Citrix
Monitor Site24x7, Meraki, and ConnectWise Automate system alerts and notifications, and respond accordingly through service tickets
System documentation maintenance and review in ConnectWise
Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities

Improve customer service, perception, and satisfaction

Fast turnaround of customer requests

Ability to work in a team and communicate effectively

Work with the Service Dispatcher and Service Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently

Escalate service requests that require additional levels of support

Responsible for entering time and expenses in ConnectWise as it occurs

Understand processes in ConnectWise by completing assigned training materials in the ConnectWise University

Enter all work as service tickets into ConnectWise

Knowledge, Skills and / or Abilities Required

Advanced understanding of operating systems, business applications, printing systems, and network systems

Professional IT Certifications, such as : Microsoft MCP, MCSA, or MCSE, Cisco CCNA, VMware VCP or CompTIA

Interpersonal skills : such as telephony skills, communication skills, active listening, and customer-care

Diagnosis skills of technical issues

Ability to multi-task and adapt to changes quickly

Technical awareness : ability to match resources to technical issues appropriately

Service awareness of all organization’s key IT services for which support is being provided

Understanding of 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

HIPAA Training and Certification (provided by us!)

Salary, Benefits & Culture

Salary : Starting at $50,000 a year, depending on experience

Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions, Pet Insurance & paid time off program!

SSVA Core Values :

We listen for the purpose of true understanding

We strongly believe (and expect) that everyone is a leader

We are highly engaged in our culture & the mission of our clients

At Strategic, we are passionate about the fact that our clients are our neighbors and if they succeed, we succeed. We are committed to helping causes that are near and dear to the hearts of our employees, clients, neighbors, and the communities of Virginia & North Carolina.

Salary : $50,000

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End-User Support Technician

What are the responsibilities and job description for the End-User Support Technician position at Strategic Solutions of Virginia, LLC?

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