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  • Service Desk Technician - Des Plaines - Shartega IT, Inc.

    Shartega IT, Inc.
    Shartega IT, Inc. Des Plaines

    1 week ago

    Default job background
    Full time Technology / Internet
    Description

    Job Title

    Service Desk Technician

    The Service Desk Technician is responsible for providing first-level computer-related support to service requests in a timely and professional manner.

    This includes all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

    • Provide technical assistance with computer hardware and software
    • Resolve issues for clients via phone, in person, or electronically
    • IT Support relating to technical issues involving Microsoft's core business applications and operating systems
    • IT Support relating to technical issues involving Apple's core business applications and operating systems
    • IT Support relating to technical issues involving clients' core business applications
    • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
    • Monitor remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
    • System documentation maintenance and review in ConnectWise
    • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages

    Duties and Responsibilities

    • Improve customer service, perception, and satisfaction
    • Fast turnaround of customer requests
    • Ability to work in a team and communicate effectively
    • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
    • Evaluate service requests that require engineer-level support
    • Responsible for entering time and expenses in ConnectWise as they occur
    • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
    • Enter all work as service tickets in ConnectWise

    Requirements

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

    • 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 services for which support is being provided
    • Understanding of support tools, techniques, and how technology is used to provide 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

    Recommendations

    • BA/BS, preferably in computer science or a related field
    • 1-3 years of IT or related experience
    • A+, Network+, CCT, CCENT, CMNA, MCP Certifications a plus

    Benefits

    Competitive salary based on experience and qualifications.

    Premier health, dental, and vision benefits.

    401K Retirement Plan.

    Full on-the-job training & support.

    Fun working environment and culture.

    Work from home days.

    Great opportunity for advancement.


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Service desk technician