Service Desk Advocate

Purpose

The Service Desk Advocates are the “core” of the Dedicated IT Service Desk Model. You receive all emailed cases from clients and escalated calls from Help Desk. Service Desk Advocates work within a regional or expertise team to solve those cases based on urgency. While Service Desk tickets will vary in complexity, the Service Desk Advocate will primarily focus on solving User Creation/Termination cases, Windows XP - Windows 10 Operating System issues, Client Specific Application issues, Internet Service Provider (ISP) Issues, Basic Networking Issues, Basic Server Issues, and Basic Office 365 issues.

Responsibilities

• Owning and working escalated cases from Help Desk based on Service Level Agreement assigned priority
• Owning and working emailed cases based on assigned urgency
• Working cases to closure within 2 hours or escalating them to Level 3 with appropriate notes in what was attempted to remediate the issue and what you believe needs to be done for permanent resolution
• Ensuring any cases related to vendors or scheduled for a later date are updated every 24 hours with detailed notes and communication to the client on current status
• Contributing to enhancing client documentation whenever possible

Required Qualifications

• 2 years working in an MSP environment
• Managing firewalls, servers, and networking
• Comfortable handling phone calls with clients

Preferred Qualifications

• Background in technical or documentation writing
• Leadership experience
• Microsoft certifications preferred

Interpersonal Skills Required

• Verbal Concise and Simple Communication
• Poise and patience handling stressful situations
• Technical Writing and Documenting
• Accountable and Reliable
• Fast Problem Solving and Solution Implementing
• Critical Thinking
• Attentive to Detail
• Self-Aware

Technical Skills Required

• Active Directory (Administration and troubleshooting)
• DNS (Administration and troubleshooting)
• DHCP (Administration and troubleshooting)
• NTFS/File permissions (Troubleshooting
• Azure (Administration and troubleshooting)
• Office 365 (Administration and troubleshooting)
• Routing (Network) - (Troubleshooting)
• Switching (Network) - (Troubleshooting)
• Firewall/Security (Network) - (Troubleshooting)
• VPN Technologies - (Troubleshooting)
• Printers/Scanners (Network and local) - (Troubleshooting)

Perks:

• Health Benefits
• 401K plus company match
• 8 paid company holidays
• Unlimited PTO
• Opportunities for growth & development and a fun atmosphere!
• And more

Our Core Values:

• Fail Forward
• Outcome Oriented
• Be Accountable
• Embrace Teamwork

To Apply:

• Please include your resume & answer application questions.

Thanks for your interest in Dedicated IT!

Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, or any other characteristic protected by law.