IT Service Desk- Field Technician

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

Customer Support/Service, On Site Support, Technical Support, On Site Support, Customer Support/Service, Willing to Travel, Sales Management, Customer Relations, Network Configuration Management, Wireless Communications