IT Helpdesk / Field Support

The Helpdesk /Field Technician is responsible for handling first level support of service requests in a professional and timely manner. We are seeking someone to support the Dallas/Fort Worth area. This position will be able to work from home, with occasional need to visit a client site for support. Technology supported includes: workstations, servers, printers, networks, and vendor specific hardware and software. Basic Functions:

• 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.
• System documentation maintenance and review in SharePoint/Any related systems * Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

• Focused on customer service and client satisfaction.
• Fast turnaround of customer requests.
• Ability to work 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 2 support.
• Responsible for entering time and expenses in PSA (Professional Services Automation System) as they occur.
• Understand processes in PSA by completing assigned training materials and blueprints on the PSA University.
• Enter all work as service tickets in PSA.

Do you have experience in Windows?, Do you have a Bachelor's degree?, Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• 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:BA/BS, preferably in computer science or a related field.

• Any IT certification (Comptia, Microsoft, Cisco, etc. . .)
• At least 2 years of IT support experience., * Associate (Preferred)

Experience:

• IT Helpdesk: 1 year (Preferred)
• Active Directory: 1 year (Preferred)

Pulled from the full job description

• On-the-job training
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Work from home, * Competitive salary based on experience and qualifications.
• Health benefits included.
• 401K with company matching
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.
• Opportunity to work from home after training period, will be based on performance.
• $20-$25/hour DOE

Job Type: Full-time

Pay: $20.00 - $25.00 per hour, * 401(k)

• 401(k) matching
• Health insurance
• Paid time off
• Retirement plan

Supplemental Pay:

• Bonus pay

Zeta Sky delivers IT Management and Cybersecurity services to small and medium businesses. We thrive on delivering not only reliable and secure IT solutions, but also a great service experience that builds lasting relationships.