Job Description
Job Description
Do you have 3-5 years' experience within an MSP type of environment? Do you enjoy helping people with their IT issues and getting them resolved quickly? Do you have experience working with a ticketing system and using remote management and monitoring tools such as ConnectWise, Kaseya, SolarWinds or others? Do you work well in a team environment? If so, keep reading as this job just might be for you.
The purpose of the IT Help Desk level II position will be to provide customer service with strong troubleshooting and communication skills. You must have a sense of humor, friendly and enjoy working with clients remotely and onsite. Knowledge of Microsoft operating systems and applications is required. The individual in this position must have the ability to quickly learn and adapt while managing time and recording all activity in ConnectWise as specified by GSD Technologies SOP(s). The IT Help Desk position requires a high caliber of collaboration with internal GSD Technologies and external client resources.
Duties and Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Provide night and weekend coverage (as needed) for tickets scheduled by manager
- Meet ticket service level agreements (SLA) as defined by management
- Accountable for time-tracking daily activities and recording in ConnectWise
- Pass a background check
Requirements:
- Proven experience as a help desk technician (L2) or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficient in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- AS/BS in IT, Computer Science or relevant field
- Additional duties and responsibilities as needed
- Previous MSP experience preferred
Qualifications
- Bachelor’s degree or equivalent, certifications are acceptable
- Experience with ConnectWise a plus
- 4 or more years with previous experience as an IT Help Desk preferred
- Must be capable of multi-tasking, excellent time management, excellent customer service skills, technical problem-solving in time limited situations
- Must be able to work in a team setting and communicate well within the team and management
- Specialized Knowledge in Windows Active Directory, Windows Operating Systems, Microsoft Office Products, Office 365, Windows based Security, Exchange Server, Print Server Management, OpenOffice.org, Network hardware, etc.
- Certifications a plus! (A+, Network + etc.)
Working conditions
Occasional in state travel is required to provide services at the customer site. Ability to lift equipment and run cables etc. Position is based out of St Charles and remote work is not available. Must be available to work on call shift (rotation). May require project-based timeframes at customer sites assigned by management.
**Offering a $1500 signing bonus. Please apply directly to our site - https://gsd.bamboohr.com/careers/47
Physical requirements
Requires travel and performing computer-related services for extended periods of time. Employees are required to have physical ability to run cables, lift and install equipment which may require working within small spaces or difficult to reach areas.
Job Type: Full-time
Salary: $50,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Compensation package:
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Saint Charles, IL 60174: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
Company Description
Visit our website www.gsdnow.com to learn more about us.
Company Description
Visit our website www.gsdnow.com to learn more about us.