Service Desk Technician
4.
0 Ventura, CA Ventura, CA Full-time Full-time $38,000 - $52,000 a year $38,000 - $52,000 a year 13 days ago 13 days ago 13 days ago Job Description The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner.
This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.
Basic Functions 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 within the company CRM.
Communication with customers as required:
keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
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 to be resolved quickly and efficiently.
Escalate service requests that require engineer level support.
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.
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 telephone skills, communication skills, active listening, and customer-care.
Ability to multi-task and adapt to changes quickly.
Diagnosis skills of technical issues.
Technical awareness:
ability to match resources to technical issues appropriately.
Service awareness of all organization's key services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide 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.
Educational/Vocational/Previous Experience Recommendations BA/BS, preferably in computer science, business administration or a related field.
MBA/MS preferred but not required.
5
years of IT or customer service experience.
Job Type:
Full-time Pay:
$38,000.
00 - $52,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Professional development assistance Vision insurance Experience level:
2 years Schedule:
8 hour shift Monday to Friday Education:
Associate (Preferred)
Experience:
IT Help Desk:
3 years (Required) Customer service:
2 years (Required) Work Location:
In person The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner.
This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
0 Ventura, CA Ventura, CA Full-time Full-time $38,000 - $52,000 a year $38,000 - $52,000 a year 13 days ago 13 days ago 13 days ago Job Description The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner.
This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.
Basic Functions 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 within the company CRM.
Communication with customers as required:
keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
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 to be resolved quickly and efficiently.
Escalate service requests that require engineer level support.
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.
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 telephone skills, communication skills, active listening, and customer-care.
Ability to multi-task and adapt to changes quickly.
Diagnosis skills of technical issues.
Technical awareness:
ability to match resources to technical issues appropriately.
Service awareness of all organization's key services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide 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.
Educational/Vocational/Previous Experience Recommendations BA/BS, preferably in computer science, business administration or a related field.
MBA/MS preferred but not required.
5
years of IT or customer service experience.
Job Type:
Full-time Pay:
$38,000.
00 - $52,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Professional development assistance Vision insurance Experience level:
2 years Schedule:
8 hour shift Monday to Friday Education:
Associate (Preferred)
Experience:
IT Help Desk:
3 years (Required) Customer service:
2 years (Required) Work Location:
In person The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner.
This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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