Service Desk - Technician (Level 1)

General Summary:

The Service Desk Level 1 Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. Service Desk Level 1 Technicians are typically entry level with less than one year of experience. This person is a good communicator and should be prompt and/or know the importance of communicating ETAs to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

Position Responsibilities:

• Answer Help Desk phones to provide Level 1 remote phone support
• Log, document, and track incidents within ConnectWise Manage
• Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily
• Monitor and hit weekly KPIs
• Willing to occasionally be on call and/or work overtime, holidays, and weekends
• Provide Level 1 Support for the Professional Service team as assigned
• Communicate with end users and set appropriate expectations on service tickets
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Audit documentation & toolsets as outlined by Service Desk Manager
  • 
    Spam Filter True-up
  • 
    Office 365 True-up
  • 
    ConnectWise Manage Contacts True-up
  • 
    ITGlue review/update

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems
• Mac OS is not required but a plus
• Understanding of TCP/IP, IPV4, DNS, & DHCP and troubleshooting Internet connectivity
• Experience with Terminal Services
• Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
• Working Knowledge of Wireless Technologies
• Organization and multi-tasking skills

Credentials and Experience:                   

• High school diploma or equivalent
• New hire with no certifications
• Eager to learn
• Takes direction from Engineers/Technicians