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Service Desk Technician II (FT)

Richardson, TX | Full Time
3 Days Ago

Job Description

Connection has a fantastic opportunity through our Technical Staffing division for a Service Desk Technician II in Richardson, TX. This is a Direct Hire opportunity for an impressive end-client in the healthcare industry. This position is on-site and will service all tickets escalated from Tier 1 and try to find a solution to the customer’s problem on their own or through resources available to them. The end client has great growth opportunities and awesome benefits. 

Job Duties:
  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively 
  • Escalate service requests that require engineer level
    support
  • Understand processes in ConnectWise by completing assigned
    training materials and blueprints on the ConnectWise University 
  • Enter all work as service tickets into ConnectWise 

 We Value:
  • Basic understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills,
    communication skills, active listening and customer-care 
  • 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 
  • WLAN/LAN Availability/general network understanding 
  • Server/Gateway status/availability 
  • ISP availability and service verification (packet loss,
    trace routes) 
  • Failure analysis (Trouble sites) 
  • Wireless Coverage testing 
  • AP Troubleshooting (AP good/bad) 
  • Network Configuration and Verification 
  • Network management tools to test network connections
    (packet loss) 
  • Check Hardware (WAP, Switches) firmware and configurations 
  • Backup: Configuration, restore (local and Cloud) 
  • Server troubleshoot and rebuild  
  • Office Upgrade and software Migration  
  • Writing documents for each job functions  
  • Overlook on Connect Wise and support Tier1 Technician