Service Desk Technician

The Service Desk Technician is responsible for handling first-level support of service requests.  This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.                 

Essential Duties 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, Microsoft RDP, Quick Assist, or other remote access software
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
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
Documents complex procedures and troubleshooting procedures related to systems/networks software and hardware.
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
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets into ConnectWise
Responsible for managing and monitoring the server and firewall logs, reporting on the results of logging activities, and assisting others with performing log analysis.
Responsible for reviewing and modifying Network diagrams.