Help Desk I

The Help Desk I 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. 

Basic Functions:

• 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 the remote monitoring and management 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, and agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work independently and within a team and communicate effectively.
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require engineer level support.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• 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 services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide 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.

Educational/Vocational/Previous Experience Recommendations:

• Associate degree in computer science, Information Technology, Business Technology, related field of study, or equivalent work experience
• BA/BS, preferably in computer science or a related field.
• At least 1 year of IT or related experience.

Benefits:

·       Competitive salary based on experience and qualifications.

·       Health, vision, and dental benefits included.

·       Performance-based incentives.

·       Generous bonus levels.

·       On the job training and support.

·       Fun working environment and culture.