The Help Desk Engineer is responsible for handling first level remote support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
First responder for all service requests for team and responsible for coordinating schedules with team members for escalated service requests
Identify and organize reactive workload by priority amongst multiple team members ensure SLA goals are met.
Maintain ConnectWise company, contact and configuration records in regard to end user portal working correctly
IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Support of disaster recovery solutions
Support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Support remote access solutions: VPN, Terminal Services, and Citrix
System documentation to include system reviews and recommendations
Pursue training and certifications
mprove customer service, perception, and satisfaction
Ability to work in a team and communicate effectively
Escalate service issues that cannot be completed within agreed service levels
Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in ConnectWise as it occurs
Work through a daily schedule in ConnectWise that has been established through the planning and dispatch process
Enter all work as time entries against service or project tickets in ConnectWise on a daily basis
Functional knowledge of Kaseya and other available remote management software
Will assist with field work as necessary
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnostic skills of technical issues
Ability to multi-task and adapt to changes quickly
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 , Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment
Access to reliable transportation and possess a valid driver’s license
Ability and willingness to work hours outside of 8 AM to 5 PM
Be a part of Systems Solutions
For confidential consideration, please email a cover letter describing your qualifications and career interests and your current resume to firstname.lastname@example.org, or fax to 270-443-9153, or mail to the following address. No telephone inquiries please.