IT Support Desk Engineer (ConnectWise) Job Overview:

We are a multiple award-winning full-service technology partner for businesses across the United States. The firm specializes in managed IT services, including cutting-edge cybersecurity and digital transformation solutions to help businesses increase productivity, stay safe from cyberattacks and foster growth through the efficient use of technology. We have over 100 employees and provide our team with the resources they need to grow such as regular paid trainings, certifications reimbursement, working with Sr Engineers on projects, and more.

We are currently looking for an IT Support Desk Engineer (ConnectWise) to join our Service Team. The IT Support Desk Engineer (ConnectWise) will work on a team of 30 ranging from L1’s through L3’s. As a IT Support Desk Engineer (ConnectWise), you will field a mix of level 1 and level 2 issues utilizing ConnectWise. Key technologies you will be working with are M365, Windows Server, VMware, Hyper-V, routers/switches/firewalls, Azure, Anti-virus, Malware protection, and more.

The IT Support Desk Engineer (ConnectWise) is ideal for people with at least 1 year of Managed Services experience and the desire to learn new skills.

IT Support Desk Engineer (ConnectWise) Responsibilities:

  • Field incoming help requests from end users while onsite, and via telephone, e-mail, and chat in a courteous manner
  • Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize and triage support requests. Escalate problems (when required) to the dispatch team
  • Record, track and document work performed within our ticketing system, including time spent and actions taken (both successful and unsuccessful).
  • Learn appropriate software and hardware used and supported by the organization
  • Perform remote and onsite fixes at the desktop level, including installing and upgrading software, and troubleshooting systems and applications
  • Diagnose and resolve both emergency and chronic problems related to availability, security, performance, connectivity, and overall functionality
  • Be a Team Player – Frequent communication with both your team and clients is imperative to operational success

IT Support Desk Engineer (ConnectWise) Experience and Required Skills:

  • TCP/IP networking stack, switches, routers and firewalls
  • Peripheral devices, including network printers, scanners, etc.
  • Anti-Virus and malware protection solutions
  • Microsoft Office 365
  • Windows Server 2012/2016/2019/2022
  • Cloud computing infrastructure (Azure)
  • ConnectWise Manage Experience

IT Support Desk Engineer (ConnectWise) Benefits:

  • Industry Leading Healthcare
  • IRA with 3% match
  • Company vehicle for onsite calls
  • 15 days PTO + paid holidays
  • Educational Resources (Paid Training, Certification Reimbursement, Certification Study Materials)
  • Clear paths for promotions