Service Desk Technician

Aunalytics•Kentwood, MI

22h

About The Position

This position is responsible for handling first level support of service requests that relate to all technology including workstations, servers, printers, networks, and vendor-specific hardware and software. The role involves IT support for technical issues involving Microsoft's core business applications and operating systems, basic technical support at the network level (WAN and LAN connectivity, routers, firewalls, and security), and system documentation maintenance. The technician will act as the single point of contact for clients, communicate effectively, and coordinate IT support groups to ensure maximum utilization of billable resources. Additional duties include improving client service, perception, and satisfaction, escalating service requests, reporting on resource utilization, and accurately entering time and expenses in ConnectWise. The role also requires understanding and documenting internal processes and procedures.

Requirements

High School Diploma or equivalent with proficient and accurate typing skills.
Basic computer and operating system knowledge.
Interpersonal skills: such as telephony skills, communication skills, active listening and client-care.
Self-motivated and ability to multi-task and work in a fast-moving environment.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.

Nice To Haves

Preferred professional certifications Comptia A+ or Microsoft Certified Professional (MCP).

Responsibilities

Handle first level support of service requests for workstations, servers, printers, networks, and vendor-specific hardware and software.
Provide IT support for technical issues involving Microsoft's core business applications and operating systems.
Assess and document client issues according to SLA guidelines, resolve or escalate to Level 2 resources.
Support disaster recovery solutions.
Provide basic technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security.
Maintain and review system documentation in ConnectWise.
Communicate with clients regarding incident progress, changes, or scheduled outages.
Act as the single point of contact for all types of client service requests.
Coordinate IT support groups to ensure maximum utilization of billable resources.
Pre-process service ticketed requests from all intakes, including direct client input.
Schedule internal and field technical resources on the ConnectWise dispatch portal.
Monitor resource schedules to ensure prompt time entry on service requests.
Dispatch service requests to attain maximum utilization of internal and field technical resources.
Improve client service, perception, and satisfaction through fast turnaround of requests.
Escalate service requests that cannot be scheduled within agreed service levels.
Report the utilization of IT Support resources and successful completion of service requests to the Supervisor.
Enter time and expenses in ConnectWise as it occurs.
Understand processes in ConnectWise by completing assigned training materials and blueprints.
Enter all work as service tickets or projects into ConnectWise.
Document internal processes and procedures related to duties and responsibilities.