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Position Overview
The Tier 1 Service Desk Technician position’s primary responsibility is to provide first-level support to our clients. Additionally, this position will perform routine network systems maintenance. Work items range from desktop support to routine network and server administration.
Key Tasks and Responsibilities
Requirements
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The Tier 1 Service Desk Technician position’s primary responsibility is to provide first-level support to our clients. Additionally, this position will perform routine network systems maintenance. Work items range from desktop support to routine network and server administration.
Key Tasks and Responsibilities
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- Support of disaster recovery solutions
- 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, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review in HaloPSA
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Remotely assist clients with support needs
- Clearly communicate the status of problems as well as the resolution
- Exceed SLA guarantees to our clients
- Clearly document all tasks
- Maintain high customer satisfaction
- Virus/Malware issues
- Network scanning/printers
- Desktop application and operating system management: Installation, configuration, and troubleshooting
- Network connectivity: Wired, Wireless, DHCP, Subnets,VLANs
- Smartphone management: Active sync, New user setup, Troubleshooting, iPhone, iPad, and Android systems
- End-user email management: Email bounce-back troubleshooting, SPAM services, WebmailUser management: Microsoft Active Directory and Exchange; Add/Change/Delete, Network file permissions, Create distribution lists, Security Group concepts
- Backups: Management of Veeam backup software, Remote Backup Solutions, Local Backup Solutions, Restore files
- 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 to be resolved quickly and efficiently
- Escalate service requests that require engineer-level support
- Understand processes in HaloPSA
- Enter all work as service tickets into HaloPSA
- Normal business hours are Monday-Friday, 8AM CST to 5PM CST.
- Remote position
- On-Call Rotation
- TBD
Requirements
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- You are fluent in English (Listening, Speaking, and Writing)- ESSENTIAL QUALIFICATION
- Minimum one year relevant experience working as an outside support resource or two years relevant experience working as an internal support resource
- Cisco CCNA certifications are a plus
- Interpersonal skills: such as communication skills, active listening, and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: the ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment
- Basic understanding of networking principles:
- Client Server Networking
- TCP/IP
- Routing
- DNS
- DHCP
- the Internet
- Switching
- Basic knowledge of CAT5 wiring
- Basic knowledge of wireless security and wireless client configuration
- Entry-level knowledge of Active Directory
- Azure, SharePoint, OneDrive and Office365.
- Hudu, NinjaRMM and HaloPSA
- MikroTik, Juniper, UniFi and Cisco
- VOIP, SIP troubleshooting and packet captures.
- Ability to perform basic user account administration
- Basic understanding of network firewalling/security technology
- General knowledge of server maintenance tasks:
- Backup software monitoring and troubleshooting
- Disk defragmentation
- Event log review
- Hardware monitoring tool review
- Corporate antivirus software experience. CrowdStrike Falcon preferred
- Spyware removal experience
- Troubleshooting fundamentals
- Ability to break problems down and use a logical process of elimination
- Ability to research and reach proper troubleshooting options independently
- Firm understanding of desktop hardware
- Ability to diagnose hardware problems.
- Familiarity with desktop hardware diagnostic tools
- Understanding of RAID
- Firm understanding of mobile device configurations and support
- Ability to follow detailed instructions to accomplish more complex tasks. Example:
- Desktop Deployment Guide
- Ability to create detailed instructions and documentation for tasks and customer details. (ESSENTIAL)
- Business Ethics - Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethics, and upholds organizational values.
- Communications - Expresses thoughts clearly in written form, articulates verbal thoughts understandably, demonstrates active listening skills, comprehends information heard, uses appropriate communication methods, and keeps others informed.
- Conflict Resolution - Maintains calm under pressure, encourages respectful dialogue, confronts difficult situations without bias, acts within a realistic timeframe for resolution, and resolves conflicts through fair negotiation.
- Consistency - Follows through as promised, confirms people know each other's expectations, arrives to and completes meetings on time, meets with direct reports regularly, and changes decisions rarely.
- Cost Consciousness - Saves money without lowering the quality of service, performs within the approved budget, conserves company and customer resources, develops profitable new revenue streams, and identifies new ways to lower costs.
- Teamwork - Contributes to a positive team effort, balances team, and individual responsibilities, listens attentively and openly to others' views, gives and sincerely accepts feedback, helps the team stay focused on key objectives, resolves team conflict before it escalates, and places the team's success above own interests.