It Technician - Service Desk Level 1

Answer support requests that come in via phone calls, emails and the help desk system.

· Perform Level 1 and 2 resolutions in support of customer networked environments. Examples include desktops, servers, client/server and web-based applications, and common peripherals such as smart phones, printers, and scanners.

· Perform system administration tasks, adds/changes/moves of user and computer accounts, directory permissions adjustments.

· Accurately and promptly document issues and requests from customers at the time of ticket submission and during the course of support activities.

· Work effectively alone and with the team.

· Troubleshoot and resolve issues related to TCP/IP, remote access software, and network connectivity

· Respond to scheduled client issues promptly.

· Install and upgrade desktop and server related software and hardware

· Perform issue and problem resolution remotely, on site, or by providing clear instructions to end users as needed.

· Manage and update various client/server applications, escalate to vendor support as necessary

Skills:

· Professional, personable, presentable, flexible.

· Windows 10 and 11 experience.

· Windows Server 2003-2019

· MS Exchange Server, 2010-2019

· Office 365.

· Network Administration, Active Directory and domain account management.

· Local and network printing.

· Remote support of servers and workstations.

· Support of various enterprise client/server applications.

· Thin clients, Remote Desktop, Remote access.

· Working with Help desk, asset management and remote monitoring applications.

· Experience with iOS and Android

· MS Office suite experience, including Outlook.

• 21+
• Prefer one year of experience in supporting and implementing networked computer systems in a business environment.
• Excellent Customer Service focus, communications skills via phone, email and in person.
• Ability to work alone and in a team environment.
• Excellent analytical and troubleshooting skills.
• Demonstrated ability to quickly learn new applications, systems and requirements.
• Understanding of call flow process, call handling, call priorities and service level agreements.
• Maintain and update documentation of issues, applications and systems as these occur
• Knowledge of Windows based server and desktop operating systems.
• Maintain regular, timely contact with customers, ISP’s and vendors in support of customers and their systems.
• Knowledge and practical experience in the use and application of popular personal computer software packages such Microsoft Office, Account applications such as QuickBooks and Peachtree, financial services applications, and various communications packages.
• Ability to understand customer needs and to initiate and implement strategies to address them as well as communicate technical information effectively and politely to non-technicians.
• Must be able to lift 40 lbs.
• One or more technical certifications such as A+, MCP, MCSE, MCSA, CCNA and the like Preferred
• Firewall, Router and VMWare experience are a plus as is experience utilizing various MSP management tools, such as ConnectWise
• Valid driver’s license.

We are a residential program for adjudicated youth, with the motto of helping today's youth find a new direction in life! If you want to make a difference in a child's life, then Pathway, Inc. is the place for you!