IT Service Desk Technician T1
Kelley Connect
- Billings, MT
- $17.00-29.00 per hour
- Permanent
- Full-time
- 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.
- 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.
- 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.
- 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.
- 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.
- 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