Service Desk and Field Technician

Job Description: The Service Desk and Field Technician is responsible for handling support of remote service requests in a professional and timely manner. In addition to service requests resolved remotely, this position will also require occasional onsite visits to client locations to troubleshoot, repair, and install systems. This relates to all technology, including 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.
• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, Terminal Services, and others.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• System documentation maintenance and review.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed on outages.
• Onsite installation, troubleshooting, and repair of technology solutions.
• Cat6 Cable Termination

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the Service Desk Lead 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.
• Responsible for entering time and expenses in Autotask PSA system in real-time, as they occur.
• Enter all work as service tickets in Autotask PSA system.

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 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:

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, CompTIA A+, Network+, Security+, and/or Sophos certifications.
• BA/BS, preferably in computer science or a related field.
• 2 years of IT or related experience are required
• Experience supporting Dental offices preferred, * Bachelor’s (Preferred)

Experience:

• Network management: 2 years (Required)
• Active Directory: 2 years (Required)

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance