Service Desk Support Technician

– IT Support / troubleshoot relating to technical issues involving Microsofts core business applications and operating systems
– Basic technical support / troubleshoot at the network level: WAN and LAN connectivity, routers, firewalls, and security
– Basic remote access solution implementation and support / troubleshoot: VPN, Terminal Services, and Citrix
– Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
– Incident documentation for every call in ConnectWise Manage ticketing system while communicating with Client
– Manage ticket queue in ConnectWise Manage
– Proactive communication with Clients: keeping them informed of incident progress, notifying them of impending changes or agreed outages

                                                Additional Duties and Responsibilities:

– Maintain high standard in Client service, perception, and satisfaction
– Provide efficient turnaround of Client requests to meet SLA goals
– 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
– Assess and understand clients issues and correctly prioritize their issues
– 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
– Rotating On-Call responsibilities