Helpdesk Support Technician

Southeastern Computer Associates, LLC•Kennesaw, GA

4d•$45,000 - $65,000•Onsite

About The Position

The Helpdesk Support Technician provides IT support and services for clients, including network, cloud, backup and disaster recovery, business applications, server, virtualization, and remote-access technologies. The position works through assigned tickets and a daily schedule using PSA, RMM, and other internal systems, while documenting client systems and internal procedures and keeping clients informed about support issues and changes. The role is based in Kennesaw, Georgia, with no remote work opportunities. The schedule is Monday through Friday, 8:00 AM to 5:00 PM.

Requirements

Ability to work independently and in a team environment.
Ability to communicate effectively.

Responsibilities

Design, implement, and support WAN and LAN connectivity, routers, firewalls, and security.
Design, implement, and support hosted and cloud solutions that meet client requirements.
Design, implement, and support data backup and disaster recovery solutions.
Provide IT support for Microsoft and Google core business applications and virtual environments built on Microsoft Azure, MS 365, and Google Chrome.
Support Microsoft technologies, including Windows Server, Exchange, SQL, and SharePoint.
Support virtualization technologies, including VMware and Microsoft.
Design, implement, and support remote-access solutions, including VPN and Terminal Services.
Use RMM and PSA systems to track assigned tasks, enter time, communicate with clients, update agent scripts, document client systems, and respond to support requests.
Document devices, systems, processes, procedures, and maintenance for client computer systems and network infrastructure.
Keep clients informed about incident progress, impending changes, and agreed outages.
Escalate service or project issues that cannot be completed within agreed service levels.
Maintain knowledge of clients and how IT relates to their business strategies and goals.
Document and maintain internal processes and procedures related to duties and responsibilities.
Enter time and expenses in PSA as they occur, account for billable and non-billable time through the ticketing system, and work assigned tickets and the daily schedule established through dispatch.
Understand processes in PSA, RMM, and other internal systems.
Develop in-depth knowledge of the SCA service catalog and how it relates to client needs.
Stay up to date with current and emerging technologies.
Improve client service, perception, and satisfaction.
Perform work and make decisions based on SCA's core values and Count on Us philosophy.