Job Description

HELP DESK SPECIALIST

STATUS: PART TIME, EMPLOYEE

Peak Technology is a Cleveland based Information Technology managed service and support business. We are currently seeking a teammate with the drive and determination to help us support our client base and who is willing to work full time.

Candidates must be energetic, professional, articulate, technically proficient, problem-solver, and focused with a strong motivation to learn new technologies.

This position will include identifying problems and working with our Remote Maintenance and Monitoring tools (RMM) to remediate them and involves working with other resources and vendors to deliver effective support services.

ROLE AND RESPONSIBILITIES

Assist incoming support requests

Escalate tickets if further troubleshooting is needed

Document issues and resolution steps performed

Accurately document time and activities conducted

Monitor user equipment to ensure it is running at its peak

Remote monitoring

Grow and develop clients through exceptional customer service for users

Utilize RMM and PSA along with other service-specific tools and technologies to deliver remote user support.

Answer technical support phone calls

Participate in ongoing training and attainment of manufacturer certifications

Develop and maintain relationships with user and vendor contacts

Perform project work as needed

Troubleshoot user problems over the phone and with remote control technologies

Troubleshoot computer and network related problems with the assistance of Peak Technology staff

Ability to manage, maintain, troubleshoot and support our services

Ability to learn quickly and adapt to changing requirements

SKILLS/EXPERIENCE REQUIRED

Service Desk experience

Certifications are a plus but not required

Strong interpersonal skills required to effectively communicate with users and vendors

Working knowledge of Microsoft desktop and server Operating Systems

Working knowledge of Mac Operating Systems

Office 365

Microsoft Office Suite

Exchange

Active Directory

LAN/WAN topologies

Disaster Recovery

Dell and Cisco Firewall devices

Routers and Switches

VPNs

Virtualization Products

Company Description

Peak Technology is a Cleveland based IT Company with the mission of helping small and mid-sized companies save money and improve their business technology systems through IT Management, Maintenance, Support, and Standardized processes.