Support Desk Technician

Support Desk/NOC Technician

We are a fast-growing Managed Service Provider in the DC area looking for experienced Support Desk Technicians to join our team. We are a small company with a diverse staff, a unique culture promoting teamwork and customer service, who specialize in aligning technology with the business needs of our customers.

The ideal candidate has 3-5 years of tier II or higher technical experience, and a proven track record of excellent customer service. We are looking for somebody who is organized and enthusiastic about implementing our process to create a successful, efficient environment for our customers to operate.

 Salary + Benefit Information

• Health, Vision, and Dental plans
• 401k + Company Match
• 2 Weeks Paid Vacation
• Certification & Training programs

 Primary Responsibilities

• Provide excellent customer service and desktop support to the end user’s satisfaction
• Work with teammates to maintain or exceed appropriate desktop support standards to various sets of enterprise-level clients
• Provide technical assistance and support for incoming tickets (reactive) received through the ticketing system (ConnectWise) or over the phone.
• Meet or exceed baseline metrics for reactive support
• Carry out & document troubleshooting steps to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN),
• VPN and other systems.
• Document internal procedures and processes, and create “how-to” write-ups and upload on the internal documentation tool.
• Assist with onboarding of new users remotely.
• Remote setup of new/old PCs and deployment for our clients using standard hardware, images, and software.
• Help end-users configure email on their smartphones.
• Active Directory and Exchange/Office365 troubleshooting/add/changes on clients’ servers.
• Be available for the After-hour On-Call schedules including 1 weekend every 8 weeks.

 Key Competencies

• Soft Skills – Organization and effective communication are critical.
• Teamwork, Customer Service, and an innate desire for constant improvement.
• Technical Skills – the applicant should have at least the below certifications:
  • Network+
  • MCP
• Ideally seeking applicants with one of the following:
  • CCNA
  • MCSA
• Familiarity with ConnectWise or comparable ticketing system
• Ability to troubleshoot/support Mac/Apple products
• Experience supporting with Microsoft Office 365

Please respond to this ad with a cover letter, your resume, and your favorite joke to be considered for
the position.