What are the responsibilities and job description for the Support Services Technician position at REDWITZ INC?
Job Details
Description
Description:
We are GDR Group, a growing, dynamic and innovative IT Solutions Provider head quartered in Irvine, California. We provide business to business technology solutions for today’s technology dependent businesses.
The Desktop Support Technician is responsible for all onsite service and support needs for our client, a growing Accounting/CPA Firm located in Irvine, CA with other office locations in La Jolla and San Jose, CA. This position is responsible for resolving routine to complex information system issues relating to all technology including workstations, software applications, servers, printers, network infrastructure, and vendor specific hardware/software and cloud solutions.
The rate for this role is $27.00 - $33.00 per hour.
Essential Duties and Responsibilities:
- Respond to service requests and provide end-user support including troubleshooting & administration of desktops, laptops, mobile devices, peripherals, and phone.
- Support common business applications including Microsoft Office, Adobe products, and accounting specific software: CCH, QuickBooks and Lacerte.
- Support services for Microsoft server related technologies: Windows Server, MS365, Azure, Teams.
- Support for WAN and LAN connectivity, switches, firewalls, and wireless access points.
- Regular, scheduled travel to La Jolla and San Jose offices for onsite visits.
- Provide excellent customer service through effective communication, understanding and logical troubleshooting.
- Perform timely and accurate scheduled maintenance and service tasks as needed
- Able to make recommendations on software appropriate for a CPA firm
- Proactive and strategic approach to technology as our firm grows
- Create and maintain customer documentation to include systems, processes, issue resolutions, etc.
Additional Duties and Responsibilities:
- Ability to work in a team and communicate effectively.
- Work well under pressure of CPA firm deadlines.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Document internal processes and procedures related to duties and responsibilities
- Work through project tickets and phases as assigned by a Project Manager
- Enter all work notes in service or project tickets within internal ticketing system
Qualifications
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.
- Minimum 5 years helpdesk and/ or desk side support experience
- Experience with accounting software products: CCH, QuickBooks, and Lacerte
- Experience with Connectwise or similar ticketing system.
- Experience with Kaseya or similar RMM
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, CompTIA Network , CompTIA A .
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
- Analytical, critical, and deductive reasoning required to troubleshoot network issues.
- Competent in communicating technical information to technical as well as non-technical end users.
- Service awareness of all organization’s key IT services for which support is being provided.
- Phone skills, Desktop Support, Service Request Management, MS Active Directory, MS Outlook, MS Operating Systems, MS Office, Wireless Networking
Salary : $27 - $33
