Service Desk Technician (Acworth)
MSP in Acworth area looking to fill technician position. Strong troubleshooting & People skills are required. Preference given to candidates with experience on Kaseya and ConnectWise.
GENERAL SUMMARY:
The Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
? IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
? Support of disaster recovery solutions
? 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, NTR, Kaseya
? 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
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 Dispatcher 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
? 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.
? Advanced 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
Pay Range: $30 – $45K (DOE & Skills test)
Job Skills test administered prior to hire (2-3 hours in length)
Background check required
Drug screening required
- Location: Acworth
- Compensation: $30 – $45K DOE & skills test administrated prior to hire
- Principals only. Recruiters, please don’t contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.
