Help Desk Technician

Responsible for handling technical support in a professional and timely manner. The duties include working with other technicians to install and maintain hardware and software (workstations, servers, printers, networks, and vendor specific hardware/software , etc.), while troubleshooting PC issues and responding to IT questions. If no solution is found- escalates to Tier III technician / Technician Lead as needed., * IT support relating to technical issues involving Microsoft’s core business applications and operating systems

• Support of disaster recovery situations
• 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 and review in ConnectWise
• Communication with clients as needed - keeping clients informed of the incident progress, notifying them of impending changes or necessary outages
• Improve customer service, perception and satisfaction
• Quick turnaround of client requests
• Work with service dispatch to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require Tier III or Team Lead assistance
• Responsible for entering time and expense in ConnectWise as it occurs - notating conversations with client to keep most up to date information in the ticket
• Enter all work under Service Tickets/Project Tickets

Do you have experience in VPN?, * Advanced understanding of operating systems, business applications, printing systems and network systems

• Interpersonal skills: communication, active listening and client-care, professional telephone skills
• Diagnosis skills of technical issues and ability to troubleshoot with little assistance
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness: knowledge of IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate service request details and ticket notes
• Self-motivated with the ability to work in an fast moving environment
• 2+ Years of previous experience or in a similar IT field
• Ability to travel to on-site (either by personal vehicle or Dentek vehicle) to assist with tickets
• Work in office, this position is not remote

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance