Service Desk Technician

at  Tech Heads Inc

JOB DESCRIPTION

The Service Desk Technician role is designed to provide first-level support for service requests received via phone, email, and ticketing system. The SD tech should have excellent communication skills and the patience to communicate with a variety of interdisciplinary teams and users. The SD tech should be able to diagnose, resolve, and document technical problems quickly and accurately. The ability to work in a team environment is essential.

REQUIREMENTS

• Minimum 2 years of proven experience working in an MSP environment.
• Knowledge of various operating systems and platforms (Windows, MAC)
• Knowledge of Windows Active Directory, Office 365, Outlook, Azure.
• Knowledge of various Anti-Virus applications (Sophos is a plus)
• Knowledge of firewalls, firewall policies
• Knowledge of storage technologies (SAN, NAS, Nimble, Synology, etc.)
• Resourcefulness and problem-solving aptitude.
• Excellent Communication & Documentation skills.
• Flexibility with schedule and work location (travel to customer sites).
• Experience with monitoring tools, such as, Ninja One RMM.
• Experience with ConnectWise Manage, Support is a plus.
• A+ Certification, MCSA, MCP is a plus.

• Answer incoming phone calls, create service request tickets, perform follow-ups to service requests, gather information from service requestors, etc.
• Review, analyze, prioritize, and resolve monitoring tickets.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and patching.
• Install, modify, and repair computers, printers, and peripheral hardware and software, and perform data migrations.
• Troubleshoot and resolve network connectivity including switches, routers, modems, firewalls, VPN, wireless, and remote access.
• Perform service both remotely and onsite.
• Clean PCs, printers, and other technical gear.
• Mobile device email configuration and troubleshooting (Android, iPhone)
• Escalate issues that cannot be resolved.
• Document issues and resolutions.
• Track and enter time quickly and accurately.