Job Title: Service Desk Technician T1

Dept: IT

Reports To: Senior Manager, IT Operations or Regional IT Service Delivery Manager

FLSA Status: Non-exempt

Salary Range: $17-$29/hour

Benefits: Benefit Eligible

Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

Kelley Create seeks a talented and innovative Service Desk Technician. The Service Desk Technician is primarily responsible for providing helpdesk support for client end users, which may include onsite or remote diagnosis and repair, performing planned system maintenance on client networks, and troubleshooting support requests and systems analysis, including consulting with users to determine hardware, software, or system functional specifications. Hardware may include workstations, printers, servers, firewalls, switches, and phones. Support requests may entail tier I/II issues related to active directory management, line of business applications, routing/switching, server and network hardware, or their associated services and roles.

Job Duties and Responsibilities:

• Provide IT support for technical issues involving Microsoft’s core business applications and operating systems.
• Support of disaster recovery solutions.
• Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Monitor remote monitoring and management system alerts and notifications; respond accordingly through service tickets.
• Perform system documentation maintenance and review in ConnectWise.
• Respond to queries professionally, timely, and accurately. Communicate with customers as required including keeping them informed of incident progress or notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction.
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require engineer-level support.
• Enter time and expenses in ConnectWise according to company procedures.
• Complete assigned training materials and blueprints on the ConnectWise University.
• Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
• Enter all work as service or project tickets into ConnectWise.
• Maintain positive, cooperative, and team-oriented relationships with co-workers, supervisors, managers, and others you contact through your job.
• Other duties as assigned.

Supervisory Responsibilities:

This position does not have supervisory responsibilities.

Skills and Abilities:

• Ability and desire to provide exceptional customer service.
• Ability to act with a sense of urgency while paying attention to detail.
• Ability to multi-task effectively and thrive in a fast-paced environment.
• Ability to communicate in a positive, effective, and efficient manner.
• Ability to work independently and as part of a team.
• Ability to prepare, organize, and present information to groups of people.
• Ability to match solutions to prospective client needs.
• Ability to work after-hours and on-call shifts.
• Technical skillset in hardware setup and troubleshooting.
• Technical skillset in Windows operating systems: Windows (XP,7,8,10) Windows Server (SBS,2008 R2,2012, etc.).
• Proficient with typing, using Microsoft Office Applications, and using the Internet.
• Ability to pass a background check.

Experience Requirements:

• Minimum of one (1) year of experience in an IT bench, support, or consulting role.
• Minimum of one (1) year of experience with Microsoft Exchange & Microsoft Active Directory.
• Minimum of one (1) year of experience with LAN and WAN configuration, setup, and troubleshooting.
• Minimum of one (1) year of experience providing excellent exceptional service directly to end users.

Education/Certification Requirements:

• A BA/BS in related field is preferred.
• One or more of the following industry certifications are preferred.

• Net , MCSA/E, MOS, CCNA.

• Must have reliable transportation.

Physical Demands and Work Environment:

The physical demands and work environment described below represent the positions' activities and surroundings. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and the computer to aid.
• Frequently operates a motor vehicle while traveling to the client site.
• Frequently exposed to outside elements when traveling to client sites.
• Frequently sits and/or stands for long periods of time.
• Frequently uses the computer with fingers and hands for documentation, research, and troubleshooting.
• Frequently works in a well-lit, tempered room.
• Frequently views the computer to perform duties.
• Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.
• Occasionally lifts objects such as office supplies, computers, monitors, and servers weighing up to 50 pounds.

Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Vacation
• Paid Holidays
• Ongoing training opportunities

Equal Opportunity Employer:

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.