Service Desk Technician

Job Description:

The Service Desk Technician is responsible for addressing and supporting all technology needs for our customers, including workstations, servers, printers, networks, and vendor-specific hardware and software. They aim to resolve issues quickly and efficiently while providing a high level of customer service. For more complex issues, they ensure proper escalation to the appropriate team members.

Essential Duties & Responsibilities:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Support of backup solutions and verification of backup success with appropriate remediation
• 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 or agreed outages
• Desktop/laptop deployments
• Active directory additions/changes/terminations – with appropriate actions in other sub- systems depending on customer environment.

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 Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in ConnectWise as it occurs, daily/as tickets occur
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets into 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.

• 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 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
• Ability to support the five core principals of DP Solutions: Surprise & Delight; Teamwork; Own It; Our People Matter; Long Term View
• Duties that may be required that are not clearly defined for overall success of DP Solutions; our clients and our work environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science, business administration or a related field.
• 2 years of IT or customer service experience.

Benefits:

• Competitive salary based on experience and qualifications.
• Excellent benefits.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.