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
