Provide IT support for clients remotely or at a client site.
Job Overview-
L1 & L2 Support. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills. May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary.
Desired Attributes and Experience
- Customer service mentality
- Strong organizational and time management skills
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Reliable
- Solid understanding of computers, networks and software
- Experience using MS Office applications: Word, Excel, Outlook
- High attention to detail
- Previous experience with ConnectWise or other ticketing system
- Ability and willingness to travel to client sites as needed
- Ability and willingness to work overtime when needed
- Ability and willingness to work in a high-pressure environment
- Ability and willingness to work in a collaborative team environment
- Ability and willingness to quickly learn new technology and software
Responsibilities and Duties
- Install and configure hardware and software
- Respond to tickets in accordance with SLA guidelines
- Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
- Respond in timely manner to requests and issues
- Repair and replace equipment as needed
- Provide onsite and remote support to end users
- Assist in AV setups as needed for meetings
- Assist new hire training for basic IT needs.
- Set up new workstations for users (deploying equipment, checking over account setups).
- Heavy use of Windows and Mac OS devices
- Ability to work in Active Directory
- Understanding of Cisco Meraki
- Test new technology
- Create documentation for staff for training purposes
- Resolve Tier 1 support tickets· Responsible for on-site and/or remote troubleshooting repair of desktops, laptops, notebooks, printers, and other associated peripherals or hardware.
- Responsible for device image, configuration, and staging
- Hardware & Software related engagements for various break fix efforts
- Inventory management and adherence to device disposal processes
- Serves as company liaison with customer on administrative and technical matters
- Provide technical support and incident management services and functions
- Reviews, troubleshoots, and analyses operational quality of supported hardware
- Installs, configures, and optimizes supported hardware configurations at customer sites
- Diagnoses and resolves product performance problems and various error conditions
- Performs repair services and facilitates activities for the end users
- Responsible for clearly documented statuses, contact and journaling in ticketing system
- Leveraging experience with a ticketing system surrounding SLAs and time metrics MTTR
- Meets and exceeds SLA;s with timely statuses and management of the individual delegated technicians queue.
Basic Qualifications:
- Minimum of two years of Desktop Support experience in a busy corporate environment
- Minimum of two years’ experience troubleshooting and proficient verbal and written skills
- Minimum of one year experience understanding of the fundamentals of device imaging and configuration
- Minimum of one year experience understanding of inventory management and device disposal
- Minimum of one year experience understanding of the fundamentals of network connectivity and desktop O/S administration, installations, break fix techniques, software tools to aid in resolving localized problems
- Must have reliable transportation- Local travel to client sites and ability to be flexible with support coverage
Preferences
- A+ certification
- Associates/BSIT, ITIL.MCP, MCDST, Network+ & Server+ certification(s) are a plus
