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Form of workJob Description
Tekmanagement, Inc has been locally owned and operated in the Rogue Valley for 39+ years and we are looking to add a System Support Technician to our team. This is a full-time benefitted position that you start accruing from Day 1. To apply go to tekmanagement.com/careers
Requirements/Position Description
Position Description
The Tier 1 System Support Technician is our first level of support for our clients. You will be exposed to all areas of technology (workstations, servers, printers, networks, hardware & software, as well as vendor specific hardware). You will at times need to work with Third Party Vendors to resolve client issues.
Required Skills:
Act as the single point of contact to the customer for all types of service requests
Coordinate scheduling field technical resources
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Support of disaster recovery solutions
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 VNC
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
System documentation maintenance and review in ConnectWise
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Advanced understanding of operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
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
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment.
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests.
Ability to work in a team and communicate effectively
Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require engineer level support
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 into ConnectWise
3 year minimum Help Desk experience
1 year MSP (Managed Service Provider) experience
