What are the responsibilities and job description for the Remote - Helpdesk Technician position at Sourcepass?
ABOUT SOURCEPASS
We are Sourcepass, an IT consulting company (MSP) that has been providing network support and solutions for our clients since 2001. We create and deliver innovative IT services, cloud computing, and security solutions that match the right technologies to specific industries and business strategies. We strive to provide top-quality IT services to our clients so they can focus on the productivity and profitability of their business.
We have been named by Channel Futures as one of the world’s 501 most strategic and innovative MSPs for the past 6 years and awarded Top Workplaces in 2020 and 2021 by Newsday! Pretty cool right? We like to think so!
WHY JOIN US?
At Sourcepass we are focused on growing our team members and giving them the proper tools for success. We support and highly encourage professional development. We seek to be a cultivating environment for new ideas and suggestions with an opportunity to collaborate with world-class team members.
We have an exciting opportunity to join our amazing team of 150 staff as Remote Helpdesk Technicians!
Feel free to check out our website at www.sourcepass.com to learn more about us!
POSITION SUMMARY
As a Remote Help Desk Technician, you will be responsible for working closely with our clients, providing advanced Level II IT knowledge, tools, and problem-solving skills to determine, diagnose and solve all IT-related issues. This is a fully remote position.
REQUIREMENTS:
- Proven Experience as a Support Analyst or relevant position
- Ability to communicate effectively.
- Ability to prioritize multiple tasks effectively.
- Ability to work in a fast-paced environment.
- Ability to work independently and in a team environment.
- Ability to take criticism.
- Excellent Organizational and time-management skills
- In-depth understanding of diverse computer systems and networks
- Good knowledge of internet security and data privacy principles.
- Ability to think outside the box.
- Looking to grow and improve their skillset
DESIRED SKILLSET / EXPERIENCE:
- Technical Support Experience: 3-5 Years (Preferred)
- Experience working with Azure (A plus)
- Experience working with Office 365 (Preferred)
- Experience working with SonicWall devices (Preferred)
- Experience working with HP Devices (Preferred)
- Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)
- Check computer hardware (HDD, mouses, keyboards, etc.) to ensure functionality.
- Install and configure appropriate software and functions according to specifications.
- Diagnose and maintain local networks in ways that optimize performance.
- Ensure security and privacy of networks and computer systems.
- Ability to modify Ports, Vlans, DNS, and Routing with minimal supervision.
- Provide orientation and guidance to users on how to operate software and computer equipment.
- Organize and schedule diagnostic testing around client availability to inhibit impact.
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, etc.)
- Maintain records of support interactions and time spent in ConnectWise (communication, diagnostics tests/results).
- Identify and document computer or network equipment warranty issues and communicate them internally.
- Act as a liaison between Vendors and clients for open vendor support requests.
CompTIA A and Network will be required within 1 year of hire.
Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications are desirable
