Basic Functions:

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.

Onsite and Remote user support, this position involves some local travel to client locations.

Technical support at the server level: Active Directory, DNS, DHCP, and IIS.

Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

Remote access solution implementation and support: VPN, Terminal Services, and Citrix.

Set-up new computer equipment based on a standard configuration

Support of disaster recovery solutions.

Monitor the remote monitoring and management system alerts and notifications to provide proactive system maintenance - respond accordingly through service tickets.

System documentation maintenance and review in ConnectWise & IT Glue.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction.

Fast turnaround of Customer Requests.

Ability to multi-task

Ability to work in a team and communicate effectively.

Work 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, following ticket to resolution.

Responsible for entering all time and expenses in ConnectWise as they occur.

Enter all work as service tickets in ConnectWise.

Understand processes in ConnectWise by completing assigned training materials on the ConnectWise University.

Knowledge,Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations maybe made to enable individuals with disabilities to perform the essential functions.

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 services for which support is being provided.

Understanding of support tools, techniques, and how technology is used to provide 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.

Clear working knowledge of ConnectWise, LabTech, Webroot, and Datto are a plus

Travel to client’s locations as needed (Must have reliable transportation)