Help Desk Engineer

SUMMARY

The Help Desk Engineer is responsible for handling first level remote support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

PRIMARY RESPONSIBLITIES

  • First responder for all service requests for team and responsible for coordinating schedules with team members for escalated service requests
  • Identify and organize reactive workload by priority amongst multiple team members ensure SLA goals are met.
  • Maintain ConnectWise company, contact and configuration records in regard to end user portal working correctly
  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Support of disaster recovery solutions
  • Support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Support remote access solutions: VPN, Terminal Services, and Citrix
  • System documentation to include system reviews and recommendations
  • Pursue training and certifications

ADDITIONAL RESPONSIBILITIES

  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service issues that cannot be completed within agreed service levels
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Work through a daily schedule in ConnectWise that has been established through the planning and dispatch process
  • Enter all work as time entries against service or project tickets in ConnectWise on a daily basis
  • Functional knowledge of Kaseya and other available remote management software
  • Will assist with field work as necessary
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

DESIRED QUALITIES

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnostic 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
  • Access to reliable transportation and possess a valid driver’s license
  • Ability and willingness to work hours outside of 8 AM to 5 PM