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Help Desk I

Irvine, CA · Information Technology

Job description

Job Summary:
The Help Desk 1 is responsible for handling first level and escalated support of service requests. This relates to all technology, to include: workstations, user accounts, printers, networks, and vendor specific hardware and software.

Essential Job Functions:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems: Microsoft Office, Microsoft Windows
  • 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
  • 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
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to 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
  • Other duties as may be assigned

Requirements

  • 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

More Openings

Sr. Network Engineer

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