Level 1/2 Tech

New York, NY 10018

Industry: Desktop, Helpdesk Job Number: 3679

The Service Desk Technician is responsible for handling client service requests. This relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software, email and cloud technologies such as hosted exchange, office 365, google apps, etc.

Primary Requirements:

Please do not apply for this position if you do not have all of the following requirements:
  • Experience working for a Managed Services Provider or Similar IT Company catering to small and medium size businesses
  • Experience with Connectwise or similar PSA software

Essential Duties and Responsibilities:
  • IT Support relating to technical issues involving core business applications and operating systems
  • 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, etc.
  • System documentation maintenance and review in ConnectWise
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or 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
  • Enter all work as service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required:
  • 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
  • Self-motivated with the ability to work in a fast moving environment

Cara Partovich

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