Service Desk Technician II

JOB DESCRIPTION:

Our client is seeking a Service Desk Technician II for an exciting contract to hire scenario.  The Service Desk Technician II is responsible for handling support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, phones, tablets and vendor specific hardware and software.

DUTIES:

• IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
• IT support relating to technical issues involving Apple products and operating systems.
• Support of disaster recovery solutions.
• Solid technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Intermediate 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.
• 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.
• Work well 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.
• Escalate service requests that require engineer level support.
• Enter time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.
  

REQUIREMENTS:

• 3 years of MSP experience or work as a Systems Administrator
• 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.
• Excellent 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.
• Educational/Vocational/Previous Experience Recommendations:
• Any Current Microsoft Certifications that focus on Defender, Azure, Entra, Intune, Teams Preferred
• A certification preferred.
• Network certification preferred.
• Apple product experience preferred.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.