Help Desk Technician in Kissimmee, FL at SNI Technology

Job Description

JOB SUMMARY:

*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