Service Desk Consultant - MUST LIVE CLOSE TO LIMERICK, PA

KPInterface Inc. (KPI), an IT Services firm, is seeking an Service Desk Consultant - Level 2 to help KPI continue its success in providing great service to our clients. KPI provides outsourced and managed IT service solutions to small and mid-size businesses in the Greater Philadelphia region. KPI strives to be the absolute best provider of technology services.

While we consider all of our technical resources to be consultants, this is a full time regular position with benefits.

We hire only those individuals who possess BOTH the professional traits and appropriate skills required to be a KPInterface employee. We ensure that our employees not only understand their job responsibilities, but also set high goals for themselves which will help them to become better professionals and people, and thereby provide better services to our clients. We offer various types of formal and informal training to ensure that our people possess the knowledge and skills required to execute their responsibilities in the most effective manner possible.

You will need to be a self-starter who is able to multi-task while responding to assigned service requests to meet Service Level Agreements and will need to provide technical support via remote support tools/email or phone for various hardware and software applications in a diverse and varying customer environment. A successful applicant will possess superior customer service skills, high computer/technical skills, have an eagerness to learn, be team oriented and have a strong commitment to excellence.

Our ideal candidates possess an entrepreneurial spirit and a strong desire for personal growth and professional success. They work as a team, engaging others in the organization to assist in meeting revenue objectives when necessary.

This position reports through the Service Delivery Team, reporting to the Operations Manager.

Job Description:

The Service Desk Consultant is responsible for handling first and second 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.

Basic Functions:

• 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, and Citrix.
• 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, and 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 they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.
• Participates in after-hours support on-call responsibilities.
• Assists with managing the monitoring portal and alert notifications.

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 services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide 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.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science or a related field and/or industry certifications a plus.
• 1-3 years of IT or related experience.
• Valid driver’s license and ownership of personal automobile.

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits included.
• Performance based incentives.
• Generous bonus levels.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

Only local candidates need apply.