IT Service Desk- Field Technician

Your Way IT Solutions - Upper Marlboro, MD

Full-time

Upper Marlboro, MD

Professional, Scientific, and Technical Services

About the position

The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Tier 2-3 Service Desk/Field Technician to provide remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Washington, DC metro area (50-75% in the field), after-hours and/or weekend work as needed to meet client needs.

Responsibilities

• Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
• Manage and follow daily schedule of dispatched tickets and projects
• Installation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)
• Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)
• Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)
• Follow ITIL/ISO based processes
• Meet Key Performance Indicators (KPIs) and Metrics
• Manage client expectations
• Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
• Identify and offer potential solutions for recurring issues
• Maintain internal and client documentation
• Escalate tickets to other service delivery areas as needed