Help Desk Services Technician I

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary: The Help Desk Services Technician I is responsible for real-time 24x7 support to partners globally. This role supports partners by providing technical guidance and follow-up on customer questions or issues with the goal of first contact resolution.

Essential Duties & Responsibilities:

• Provides support to the partner teams, with a high attention to detail
• Helps partners resolve issues with desktop, laptop computers, and mobile devices
• Works through general access, connectivity, and desktop application issues
• Assigns basic administration of user accounts and groups
• Manages assigned tickets, working through and tracking issues to resolution
• Records detailed information into Service Desk ticketing system
• May act as a liaison between Partners and NOC team in India
  
  

Knowledge, Skills, and/or Abilities Required:

• Ability to perform routine situations and procedures with moderate supervision
• Excellent customer service skills
• Strong team player, ability to build positive and collaborative relationships within the ConnectWise organization
• Knowledge of Windows and Apple operating systems
• Knowledge of network and VPN basics
• Excellent English communication, written, and verbal skills
• Strong organization, problem solving, and time management skills
  
  

Educational/Vocational/Previous Experience Recommendations:

• Requires basic knowledge of job procedures and tools
• Bachelor’s Degree in related field or equivalent work experience
• 1+ years of related experience
• Preferred: IT Certification (Apple, Microsoft, COMPTIA, ITIL, HDI etc.)
• Preferred: Proficiency in Active Directory
  
  

Working Conditions:

• On-Site
  
  

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary: The Help Desk Services Technician I is responsible for real-time 24x7 support to partners globally. This role supports partners by providing technical guidance and follow-up on customer questions or issues with the goal of first contact resolution.

Essential Duties & Responsibilities:

• Provides support to the partner teams, with a high attention to detail
• Helps partners resolve issues with desktop, laptop computers, and mobile devices
• Works through general access, connectivity, and desktop application issues
• Assigns basic administration of user accounts and groups
• Manages assigned tickets, working through and tracking issues to resolution
• Records detailed information into Service Desk ticketing system
• May act as a liaison between Partners and NOC team in India
  
  

Knowledge, Skills, and/or Abilities Required:

• Ability to perform routine situations and procedures with moderate supervision
• Excellent customer service skills
• Strong team player, ability to build positive and collaborative relationships within the ConnectWise organization
• Knowledge of Windows and Apple operating systems
• Knowledge of network and VPN basics
• Excellent English communication, written, and verbal skills
• Strong organization, problem solving, and time management skills
  
  

Educational/Vocational/Previous Experience Recommendations:

• Requires basic knowledge of job procedures and tools
• Bachelor’s Degree in related field or equivalent work experience
• 1+ years of related experience
• Preferred: IT Certification (Apple, Microsoft, COMPTIA, ITIL, HDI etc.)
• Preferred: Proficiency in Active Directory
  
  

Working Conditions:

• On-Site
  
  

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.