The Helpdesk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• 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.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Perform onsite maintenance and service requests when necessary.
• Document maintenance for all computer systems and network infrastructure.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses into CRM as they occur.

• Understand processes in CRM by completing assigned training materials.

• Work through a daily schedule in CRM that has been established through the dispatch process.
• Enter all work as service or project tickets in CRM.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Education and Experience:

• BA/BS, preferably in computer science or a related field.
• MBA/MS preferred but not required.
• 2 years of IT experience.

Benefits:

• Competitive salary based on experience and qualifications.
• Healthcare, vision, and dental insurance benefits.
• Life insurance.
• 401K plan.
• Reimbursement for mileage, parking, and tolls.
• Mobile phone stipend.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.