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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** Aunalytics, Inc. - **Location:** Grand Rapids, MI, United States - **Contract:** Permanent contract - **Skills:** Business Software, Software Documentation, Disaster Recovery, Network Routers, Firewalls (Computer Science), Information Technology, Network Server - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=696b8c386ade594b ## About the Role Do you have experience in Telephone systems?, Do you have a High school diploma or GED?, * Preferred professional certifications Comptia A+ or Microsoft Certified Professional (MCP). * High School Diploma or equivalent with proficient and accurate typing skills * Basic computer and operating system knowledge * Interpersonal skills: such as telephony skills, communication skills, active listening and client-care * Self- motivated and ability to multi-task and work in a fast-moving environment * Technical awareness: ability to match resources to technical issues appropriately * Service awareness of all organization's key IT services for which support is being provided * Understanding of support tools, techniques, and how technology is used to provide IT services ## Description This position is responsible for handling first level support of service requests that relates to all technology including workstations, servers, printers, networks and vendor specific hardware and software., * IT Support relating to technical issues involving Microsoft's core business applications and operating systems. + Issue or manage ticket as Level 1 is limited to properly assess and document client issues the SLA guidelines and resolve o escalate to a Level 2 resource + Support of disaster recovery solutions * Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security * Ability to work in a team and communicate effectively * System documentation maintenance and review in ConnectWise * Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages * Act as the single point of contact to the client for all types of service requests * Coordination of all IT support groups to ensure maximum utilization of billable resources * Pre-process service ticketed requests as they arrive through all intakes including direct client input * Schedule internal and field technical resources on the ConnectWise dispatch portal * Monitor resource schedules to ensure prompt time entry on service requests Additional Duties: * When dispatching, the goal is to attain maximum utilization of internal and field technical resources through daily dispatch of service requests. * Improve client service, perception, and satisfaction with fast turnaround of client requests * Escalate service requests that cannot be scheduled within agreed service levels * Report the utilization of IT Support resources and successful completion of service requests to the Supervisor * Responsible for entering time and expenses in ConnectWise as it occurs * Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University * Enter all work as service tickets or projects into ConnectWise * Document internal processes and procedures related to duties and responsibilities * Any and all other duties qualified to be performed as may be assigned by supervision ## Related Videos - [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age) - [Modern Web Development with Nuxt3](https://www.wearedevelopers.com/videos/294-modern-web-development-with-nuxt3) - [Kubernetes Security - Challenge and Opportunity](https://www.wearedevelopers.com/videos/412-kubernetes-security-challenge-and-opportunity) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [tRPC: API schemas are pure overhead](https://www.wearedevelopers.com/videos/796-trpc-api-schemas-are-pure-overhead) - [You’re a great coder? 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