L2 Help Desk Support Engineer

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