Service Desk & Field Technician

Job Title:

Service Desk & Field Technician

Compensation

Negotiated

Reports to:

Service Manager

Department:

Service and Support

Job Description:

The Service Desk & Field Technician is responsible for handling remote and onsite support of service requests in a professional and timely manner. This relates to all technology including workstations, servers, printers, firewalls, networks, and vendor specific hardware and software.  The successful candidate will perform service desk support (via phone and remote access) as well as onsite support (at customer sites) for our clients.  If you are tired of being a number at a large corporation, come join a tight-nit, fun and challenging small business environment.  We have almost zero employee turnover and are slowly expanding.  Our clients are courteous, personal and accommodating.  If you love I.T. and are looking for a challenge please feel free to apply today!

Basic Functions:

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft and VMware.
• Support services for Microsoft related technologies: Windows Server, Exchange, Azure, 365, etc. 
• Implement and support disaster recovery solutions.
• Monitor the remote monitoring and management system alerts/notifications and respond accordingly through service tickets.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN and Terminal Services.
• System documentation to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Travel to client sites (reliable vehicle required) to install hardware, diagnose I.T. issues etc.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:   

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: 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. 
• Must have a reliable vehicle for site visits.
• Must be available for after/hours, weekend and holiday work (overtime compensated)

Educational/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science, or a related field.
• Microsoft Certifications preferred but not required. (we focus mainly on Microsoft 365)
• Cybersecurity/Firewall certifications preferred but not required. (Sophos, FortiNet, Cisco, Aruba, Meraki)
• Minimum 5 years of IT experience.

Benefits:

• Competitive salary based on experience and qualifications.
• Health and dental benefits included (after 3 months of employment).
• Performance based incentives.
• Generous bonus levels.
• Vehicle Km and cellphone reimbursement
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.