Service Desk Tech

Position Overview

As a Service Desk Technician, you will be on the frontlines of helping our client partners solve technical problems.  You will be responsible for providing technical assistance and support related to computer systems, hardware, or software. You will respond to queries, runs diagnostic programs, isolates problems, and determine and implement solutions.  You will be involved in remote troubleshooting, incident management, proactive maintenance, user training, and ensuring effective communication between clients and our company. NOTE - this is a hybrid role with Tuesdays, Wednesdays, and Thursdays working in our South Bend office.

Essential Duties & Responsibilities:

• Provide Multi-Client Support:

• Deliver technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practices
• Track, prioritize, and document requests using a service desk ticketing system
• Utilize remote desktop tools and other troubleshooting techniques to diagnose and resolve issues without being physically present at the client's site
• Report significant and recurring issues to the tier-two support team
• Process desired service requests/change requests by completing necessary documentation following procedures for new users, terminated users, departmental, and organizational changes
• Install, configure, and upgrade software and hardware components
• Travel to remote sites as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed) 

• Manage Incidents: Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.

• Conduct Proactive Maintenance: Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.

• Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiring 

• Maintain Communication and Documentation: Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.

• Assist in developing technical standards and workflows
• Train end-users and prepare training materials on hardware and software use
• Provide guidance and training to clients on new systems, software, and best practices for IT usage

• Uphold Service Level Agreements (SLAs): Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfaction

Preferred Skills

• Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferred
• Strong technical knowledge of various systems, software, and hardware (including troubleshooting and setup)
• Experience working with active directory and ticketing systems
• IT certifications (e.g., CompTIA A , Network , Microsoft Certified: Modern Desktop Administrator Associate) a plus
• Strong client service and troubleshooting skills
• Must be able to communicate effectively, both verbal and written, with a broad range of individuals at all levels
• Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines  
• Inquisitiveness and an eagerness to learn new technologies and apply concepts to real world problems  
• Required: Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations
• Share our values: growth, relationships, integrity, and true grit  

What's in it for You?

• Opportunity to work with a rapidly expanding tech company in the booming field of data science and cloud computing, alongside some of the brightest minds in the industry.
• Opportunity to work with cutting-edge technology in a casual, fun environment 
• Opportunity to be a part of a local company committed to making a difference in our community
• Chance to work with a rapidly expanding tech company
• Flexible schedule and paid time off
• Free snacks and an unlimited supply of coffee
• Social events such as happy hours, game nights, holiday parties, birthday celebrations, movie days, ice cream sundae bars, fancy coffee carts, company softball team, etc.  
• Competitive salary and benefits package including health, vision, dental, and life insurance