Essential Qualifications
- REQUIRED: 2+ years’ client-facing IT service desk experience preferably in a managed services or multi-tenant support company
- Experience providing IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- Experience performing basic troubleshooting and administration of servers, networks (WAN and LAN), routers, firewalls, and cybersecurity best practices
- Advanced technical understanding of operating systems, business applications, printing systems, and network systems.
- Experience managing and servicing clients through RMM and PSA tools
- Strong customer service focus and ability to bring hospitality to each support ticket
- Strong time management skills and the ability to stay organized during high volume
- Professional written and verbal communication and interpersonal skills including active listening, demonstrating empathy, patience, and a positive attitude.
- Current IT professional certifications from Microsoft, VMware, Cisco, CompTIA, or other preferred vendors desired
Duties and Responsibilities
IT Service Delivery
- Work daily in ConnectWise taking escalated tickets from the tier 1 help desk
- Provide re mote and onsite support
- Management and administration of AD, GPOs, VMware, Azure AD, Azure VMs, Meraki, and SonicWALL.
- Administration and maintenance of the RMM and other software system alerts, and respond accordingly through service tickets
- Provide great documentation of work performed in our PSA tools (eg. ConnectWise)
- Escalate service or project issues that cannot be completed within Service Level Agreement timeframes
Organizational Leadership
- Continue learning and professional development by taking advantage of the company reimbursement for professional IT certifications.
Benefits
- Medical
- Vision
- Dental
- Life
- Short/Long term disability
- 401K with matching
- Paid holidays
- Paid vacation
- Paid sick leave
