What are the responsibilities and job description for the IT Service Desk Technician Level 1 position at Technogroup Inc?
Benefits:
About Comsys:
Founded in 1989, ComSys is a Managed Technology Services Provider (MTSP) that has built a strong team of technology professionals with expertise in IT Management, Cybersecurity, Cloud Solutions and Voice Systems.
Our technical staff undergoes rigorous training from a select group of manufacturers across a well-defined technology stack. This ensures that we have high-performing teams, committed to exceeding the expectations of our valued customer base. Our effective management practices have earned us a reputation as a trusted provider and leader of cutting-edge technical solutions. As we grow, we are looking for like-minded individuals that are willing to think outside the box and offer creative solutions for complex problems.
Job Overview:
The IT Service Desk Technician Level 1 is responsible for facilitating the best support to our clients by both monitoring and managing incoming client requests so they can be triaged and then dispatched to the appropriate team. This role is primarily customer service and managing ticket data. Should have excellent computer operation skills and basic understanding of terminology for computer and phone systems.
Responsibilities:
What makes you an attractive candidate (Requirements)?
What makes you stand out (Preferred)?
Comsys is an Equal Opportunity Employer and does not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. All qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, national origin, age, gender, marital status, pregnancy, sexual orientation, mental or physical disability, medical condition, citizenship, or any other characteristic protected by State or Federal Law. Those applicants requiring reasonable accommodation to complete the application and/or interview process should notify a representative of the organization.
- 401(k) matching
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
About Comsys:
Founded in 1989, ComSys is a Managed Technology Services Provider (MTSP) that has built a strong team of technology professionals with expertise in IT Management, Cybersecurity, Cloud Solutions and Voice Systems.
Our technical staff undergoes rigorous training from a select group of manufacturers across a well-defined technology stack. This ensures that we have high-performing teams, committed to exceeding the expectations of our valued customer base. Our effective management practices have earned us a reputation as a trusted provider and leader of cutting-edge technical solutions. As we grow, we are looking for like-minded individuals that are willing to think outside the box and offer creative solutions for complex problems.
Job Overview:
The IT Service Desk Technician Level 1 is responsible for facilitating the best support to our clients by both monitoring and managing incoming client requests so they can be triaged and then dispatched to the appropriate team. This role is primarily customer service and managing ticket data. Should have excellent computer operation skills and basic understanding of terminology for computer and phone systems.
Responsibilities:
- Contributing to a workplace culture consistent with ComSys’s mission, vision, and values
- Respond to requests for technical assistance in person, via phone, chat, or email.
- Displaying strong inter-personal and communication skills to client satisfaction
- Troubleshoot computer, VoIP and basic network problems.
- Research solutions using available information resources
- Advise users on appropriate actions and best practices
- Follow internal documentation and standard operating procedures
- Stay current with system information changes and updates
- Setup new workstations/laptops/mobile devices
- Train users as necessary to use hardware and/or software.
- Provide basic Active Directory user administration
- Providing after-hours on-call support as part of a scheduled rotation with other team members.
- Identify and escalate situations requiring urgent attention
- Provide excellent written documentation and properly communicate escalations
- Liaison with 3rd party vendors to support the customer
- Adapt quickly to changing responsibilities and take ownership of other projects as assigned
- Inform management of recurring issues
- Above all, work with team members to ensure a positive internal and external customer experience
What makes you an attractive candidate (Requirements)?
- Strong desire to learn and grow in an IT career.
- Strong understanding of computer hardware and software.
- Understanding of basic network concepts
- Interpersonal skills: telephony, communication, active listening, and customer care
- Ability to adapt to changes quickly and think outside the box.
- Ability to learn and understand all key services for which support is being provided, as well as support tools, techniques, and how technology is used to provide services.
- Strong written and verbal communication skills
- Able to work evening and weekend if required.
- Must be able to pass a background check and drug screen.
What makes you stand out (Preferred)?
- 1 years experience providing outstanding customer technical support, preferably in the MSP arena.
- CompTIA A , Microsoft MS-900, Nerdio NAF-100, WatchGuard Identity Security Essentials, Zultys Certified Systems Expert, CJIS or the ability to obtain these certifications within an allotted time frame.
- Working knowledge of fundamental operations of Windows 10 OS and up / Windows Server 2012 OS and up
- Working knowledge of Microsoft O365 products.
- Responsible for lifting, pushing, and pulling information technology equipment up to 50 pounds.
Comsys is an Equal Opportunity Employer and does not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. All qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, national origin, age, gender, marital status, pregnancy, sexual orientation, mental or physical disability, medical condition, citizenship, or any other characteristic protected by State or Federal Law. Those applicants requiring reasonable accommodation to complete the application and/or interview process should notify a representative of the organization.
