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Help Desk Technician in Kissimmee, FL at SNI Technology

Date Posted: 11/11/2019

Job Snapshot

Job Description


*Great Compensation

*Amazing Work Environment

*Progressive and Future Focused

he Help Desk Technician is responsible for handling first and second level support of service requests. This relates to all technology, to include: workstations, servers, printers, aircards, password resets, networks, and vendor specific hardware and software.

Responsibilities and Duties

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, 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 ConnectWise
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Responsibilities and Duties

Additional Duties and Responsibilities: •

Improve customer service, perception, and satisfaction

  • Fast turnaround of customer requests in accordance with SLAs
  • Ability to work in a team and individually, while communicating effectively
  • Escalate service requests that require Engineer level support
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise

Qualifications and Skills

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
  • Service awareness of all organization's key IT services for which support is being provided

Job Type: Full-time