IT Service Desk- Field Technician

Your Way IT Solutions

Upper Marlboro, MD, United States

27 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Working hours

Regular working hours

Job source

jobs.smartrecruiters.com

Tech stack

Microsoft Windows Dynamic Host Configuration Protocol Domain Name System (DNS) Networking Hardware Microsoft Office Azure Active Directory Cloud Services Server Virtualization Wireless Access Point Computer Networking Systems Firewalls (Computer Science) Information Technology

+1 more

Network Server

Job description

The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Tier 2-3 Service Desk/Field Technician to provide remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Washington, DC metro area (50-75% in the field), after-hours and/or weekend work as needed to meet client needs.

Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
Manage and follow daily schedule of dispatched tickets and projects
Installation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)
Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)
Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)
Follow ITIL/ISO based processes
Meet Key Performance Indicators (KPIs) and Metrics
Manage client expectations
Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
Identify and offer potential solutions for recurring issues
Maintain internal and client documentation
Escalate tickets to other service delivery areas as needed

Requirements

At least 5+ years in a service desk or help desk role
Experience with CISCO networking devices
Detail oriented
Strong organization skills
Strong troubleshooting skills
A broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)
Microsoft 365 and Google Workplace Administration
Experience working in a high-paced service desk/help desk environment
Experience in MSP environment preferred
Must have reliable transportation, * Must have a clean background no exceptions, background check will be performed
Work is performed in a fast-paced Information Technology environment
The interview process will be 1st round phone screen and 2nd round on-site interview
Able to lift 50 pounds

About the company

Your Way IT Solutions (YWITS) is a leading Managed Services Provider (MSP) applying a customer and process-based focus towards IT Support and consulting. Our clients range from commercial businesses and non-profits to government agencies in the Washington, DC Metropolitan Area.