The Tier 1 Service Desk Technician position’s primarily responsibility is to provide first level support to Virtumarc clients. Additionally, this position will perform routine network systems maintenance. Work items range from desktop support to routine network 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 IT Glue
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Support Queue:

Accept cases from the support queue
Remotely assist clients with support needs
Clearly communicate status on problems as well as resolution
Exceed SLA guarantees to Virtumarc clients
Clearly document all tasks
Maintain high customer satisfaction

Computer Repair and Maintenance:

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
- iPhone, iPad, Android systems
End user email management
- Email bounce back troubleshooting
- SPAM services
- Webmail
User management
- Microsoft Active Directory and Exchange / Office 365
  - Add/Change/Delete
  - Network file permissions
  - Create distribution lists
  - Security Group concepts
Backups
- Management of client backup software
- Remote Backup Solutions
- Local Backup Solutions
- Restore files including VSS previous version restores

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
Responsible for entering time and expenses in Halo PSA as it occurs
Understand processes in Halo PSA by completing assigned training materials
Enter all work as service tickets into Halo PSA

Requirements

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.

Minimum one-year relevant experience working as an outside support resource or two years relevant experience working as an internal support resource.
Two-year degree, or active pursuit of a two-year degree
MCP certification in desktop Operating System software required within the first three months of employment.
CompTIA A+ certification required within first three months of employment.
Cisco CCNA certifications are a plus
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
Basic understanding of networking principles:
- Client Server networking
- TCP/IP
  - Routing
  - DNS
  - DHCP
  - the Internet
Switching
Basic knowledge of CAT5/CAT6 wiring
Basic knowledge of wireless security and wireless client configuration
Entry level knowledge of Active Directory
- 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. Sophos preferred.
Spyware removal experience
Troubleshooting fundamentals
- Ability to break problems down and use a logical process of elimination
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 complex detailed instructions to accomplish more complex tasks. Example: Desktop Deployment Guide

Virtumarc

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