Helpdesk Support Technician

Southeastern Computer Associates, LLC•Kennesaw, GA

7h•$45,000 - $65,000•Onsite

About The Position

This role involves providing comprehensive IT support to clients, focusing on network infrastructure, cloud solutions, data backup, and technical issues related to core business applications. The technician will be responsible for the design, implementation, and support of various IT systems, including network connectivity, servers, virtualization, and remote access solutions. A key aspect of the role is utilizing RMM and PSA systems for task management, client communication, and documentation. The position requires strong communication skills, the ability to work independently and in a team, and a commitment to client satisfaction and company values.

Requirements

Experience with network level support including WAN/LAN, routers, firewalls, and security.
Experience with designing, implementing, and supporting hosted and cloud solutions.
Experience with data backup and disaster recovery solutions.
Technical support for Microsoft core business applications and virtual environments (Azure, MS 365).
Support for Microsoft technologies (Windows Server, Exchange, SQL, SharePoint).
Support for virtualization technologies (VMware, Microsoft).
Experience with remote access solutions (VPN, Terminal Services).
Proficiency in using RMM and PSA systems for task management, documentation, and client communication.
Ability to document systems, processes, and procedures.
Effective communication skills for client interaction and internal escalation.
Ability to work independently and as part of a team.
Understanding of client business strategies and how IT supports them.
Ability to track and account for all time (billable and non-billable) in the ticketing system.
Familiarity with SCA's service catalog.

Nice To Haves

Experience in an MSP or IT Company environment.
Experience with Google core business applications and Google Chrome.

Responsibilities

Design, implementation, and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Design, implementation, and support of hosted and cloud solutions for clients using technologies that meet their requirements.
Design, implementation, and support of data backup solutions and of disaster recovery solutions.
IT support relating to technical issues involving Microsoft's and Google’s core business applications, as well as virtual environments built on Microsoft Azure, MS 365, and Google Chrome.
Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Support services for virtualization technologies: VMware, Microsoft.
Remote access solution design, implementation, and support: VPN, Terminal Services.
Use of the remote monitoring and management (RMM) and professional services automation (PSA) systems: track tasks assigned, enter time, communicate w clients, update agent scripts, document client systems, and respond to support requests.
Documentation of devices, systems, processes, procedures, and maintenance for client computer systems and network infrastructure.
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Ability to work independently as well as in a team environment.
Ability to communicate effectively.
Escalate service or project issues that cannot be completed within agreed service levels.
Communicate to clients: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Maintain specific knowledge of the client and how IT relates to their business strategy and goals.
Document and maintain internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in PSA as they occur.
Understand processes in PSA, RMM, and other internal systems.
Work through assigned tickets in PSA.
Work through a daily schedule in PSA that has been established through the dispatch process.
Account for all time, billable and non-billable time thru ticketing system.
Develop in-depth knowledge of the SCA's service catalog and how it relates to client’s needs.
Remain up-to-date with current and future technologies emerging in the industry.
Improve client service, perception, and satisfaction.
Perform all work and make all decision based on SCA's core values and Count on Us philosophy.