Night (3rd) Shift Information Technology Support/ Network Operations

GENERAL SUMMARY:

The Service Desk Technician is a critical part of our support structure, and the front line of service for our clients. The right candidate will provide technical assistance for a wide range of requests affecting all aspects of our clients’ IT infrastructure. Technicians are responsible for handling requests for assistance via phone, email, and live chat while delivering world class customer service during every interaction. This position works on a variety of ticket types, but has a strong focus NOC tickets.

Essential Duties and Responsibilities:

· IT Support relating to technical issues involving all aspects of clients’ IT environment including workstations, servers, printers, networks, and vendor specific hardware and software.

· Support of disaster recovery solutions

· Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

· Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix

· System documentation maintenance and review in our established knowledgebase

· Proficient in communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

· Adherence to our standards pertaining to overall utilization, SLA, first call resolution, and other key performance indicators.

· Strict adherence to defined client business processes

· Consistently deliver world class customer service to our wide variety of clients

· Quick turnaround of customer requests

· Ability to work in a team and communicate effectively

· Enter all work as service tickets into our established ticket management system

· Recognize and escalate service tickets that require elevated support

· Responsible for entering time and expenses as they occur

· Proactively monitor and support the stability of our managed service client’s infrastructure, as needed

· Complete assigned training in accordance with established service desk training policies and procedures

· Mentoring and knowledge share with other Service Desk Personnel

Additional Duties and Responsibilities:

· Advanced understanding of operating systems, business applications, printing systems, and network systems

· Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care

· Diagnosis 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

· Self-motivated with the ability to work in a fast-moving environment

· Typing skills to ensure quick and accurate entry of service request details which requires finger and wrist dexterity in a repetitive motion.

· Must be able to remain in a stationary position 80% of your working day and lift/carry equipment up to 50lbs.

· The person in this position needs to occasionally move about inside the office and up and down stairs to access hardware storage rooms, office machinery, etc.

· Constantly positions self to maintain computers in the lab, including under the desks and in the server closet.

· The person in this position frequently communicates with co-workers, clients and contractors and must be able to exchange accurate information in these situations.

· Must be able to detect and/or recognize software, hardware and operating systems on or used to operate computers.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Expected hours: 34 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• Night shift
• Rotating weekends
• Weekdays

Experience:

• Help desk: 1 year (Preferred)
• NOC: 1 year (Preferred)

Work Location: In person

Salary : $19 - $22