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

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.
Duties and Responsibilities
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Recommendations
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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