Senior Service Desk Technician (Northern In Region)

About Moser

For more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years.

Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency.

Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service.

About the Position

As a Senior Service Desk Technician with the Managed Services Team at Moser Consulting, you will be responsible for providing a single point of contact to support all clients with workstation and desktop related issues. In addition, you should have a strong technical understanding of the various operating systems and networking systems being supported.

The ideal candidate is organized, patient, and able to solve complex problems. Candidates should be able to work across a broad range of technologies and liaise across multiple areas of the business to support incidents, problems, and requests. This position deals with multiple requests from several locations at one time, so applicants should be acclimated to dealing with stress in a fast-paced environment. The ideal candidate will be flexible with their schedule to accommodate potential needs of the client and practice. You may be asked to help with other clients and practices as needed.

Responsibilities

• Answer IT requests via phone, email, live chat, or instant message and explain solutions in technical and nontechnical terms.
• General IT maintenance, support, and configuration.
• Effectively prioritize requests within day-to-day operations.

Requirements

• Team member of the Service Desk to process the Service Desk tickets throughout the SDLC of assets.
• Provide technical support for contract- and company-related projects and products, including, but not limited to, providing system access and permissions, resetting passwords, and system administration.
• Participate in the onboarding of new clients, including the documentation of solutions, procedures, and troubleshooting steps to create knowledge base articles.
• Assign new user accounts and email addresses in Active Directory/Microsoft 365/ Microsoft Intune/Exchange.
• Ability & flexibility to provide support for multiple office locations, including onsite visits when necessary.
• Administer and image laptops, desktops, printers, switches, firewalls, phones, software deployments, security updates and patches.
• Configure end user devices such as workstations tablet and/or phones for end users.
• Support technology assignments given from Management that may include Microsoft technology, as well as other specific lines of business applications, system management, and deployment.
• Work in collaboration with all team members to ensure completion of support requests and tickets.
• Create detailed documentation of systems configurations and set up. This will include updating as the setup changes or is modified.
• Responsible for installation and response to antivirus and malware threats detected on systems.
• Proficiency in Microsoft 365.
• Proficient time management skills.
• Excellent attention to detail.
• Works well in a team environment.
• Ability to maintain confidential information.
• Apply security patches, software updates, and deployments as directed by change control process.
• Work after hours and on weekends to troubleshoot and do required maintenance on technology.
• Provide exceptional customer service to the clients in a timely manner.
• Establish effective working relationships with end users and managers.

Preferred Skills

• 2-5 years' experience desired.
• Experience with the following technologies: Windows 10, 7, Microsoft 365 Administration, Microsoft Office, Active Directory, Microsoft Intune, Mobile Phone support using MDM, Cisco WebEx, Workstation Imaging Software, Enterprise Virus Protection and Encryption, Network Troubleshooting-VPN, LAN, Wi-Fi, Windows Servers, RSA.
• Additional skills a plus: MacAfee ePolicy Orchestrator, Mass360, Cisco Phone Systems and Voicemail, ServiceNow, Paragon, VMware, HyperV, PowerShell, Mac, Adobe CC support.
• Certifications desired: A+, Security +, and MCSA.
• Certifications a plus: Network +, ITIL Foundations.

Where You'll Work

This position is for several of our clients that are located in the Northern Indiana region. The selectee will be asked to come to one of our Indianapolis offices sporadically.

Benefits

For more than 25 years, Moser Consulting has been the go-to source for exceptional IT talent with the ability to self-manage. At Moser Consulting, our people are our #1 asset. We hire the best people, welcome them like family, connect them with opportunities, and let them do what they do best: produce innovative solutions to technology problems.

Our culture gives us a competitive advantage by keeping our employees happy, healthy, and by lowering stress levels in a very demanding industry. It is no accident that we are recognized as one of the Best Places to Work in Indiana. We focus on giving employees: an incredible work space; a fun, collaborative, and creative atmosphere; an extremely generous compensation package; and dozens of outstanding and unique perks usually not found at one company.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.