Service Desk Technician (Level 1.5)

General Summary:

Service Desk Level 1.5 Technician has experience in handling first level support of service requests. This relates to all technology including workstations, servers, printers, networks as well as the most common and popular networking technologies. In addition to having a technical background with a minimum of 2 years of experience in the trenches, this person has advanced knowledge of hardware and can communicate effectively with the client. This person should be prompt and/or know the importance of communicating ETAs to clients.

Position Responsibilities:

• Answer Help Desk phones to provide Level 1 & some Level 2 remote phone support
• Log, document, and track incidents within ConnectWise Manage
• Track and record time worked throughout the day within ConnectWise Manage for at least 7 hours daily
• Monitor and hit weekly KPIs
• Willing to occasionally be on call and/or work overtime, holidays, and weekends
• Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences
• The ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, and PDAs
• Configure file, print, and remote access services
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Ability to quickly learn new technologies using self-study materials and intuition
• Ability to articulate technical information clearly and simply to non-technical people
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems
• Understanding of TCP/IP. IPV4, DNS & DHCP and troubleshooting Internet connectivity
• Experience with Terminal Services
• Working Knowledge of Wireless Technologies
• Organization and multi-tasking skills

Credentials and Experience:

• Technician with minimum two years experience
• Minimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
• Takes direction from Engineers/Technicians
• Solid and dependable, follows directions and maximizes billing opportunities
• Consistently receives good client feedback