ConnectWise is hiring a
Help Desk Services Technician I

Summary

Join ConnectWise, a leading software company, as a Help Desk Services Technician I and make a difference by providing real-time 24x7 support to partners globally. This role involves technical guidance and follow-up on customer questions or issues with the goal of first contact resolution.

Requirements

• Ability to perform routine situations and procedures with moderate supervision
• Excellent customer service skills
• Strong team player, ability to build positive and collaborative relationships within the ConnectWise organization
• Knowledge of Windows and Apple operating systems
• Knowledge of network and VPN basics
• Excellent English communication, written, and verbal skills
• Strong organization, problem solving, and time management skills
• Requires basic knowledge of job procedures and tools
• Bachelor’s Degree in related field or equivalent work experience
• 1+ years of related experience

Responsibilities

• Provides support to the partner teams, with a high attention to detail
• Helps partners resolve issues with desktop, laptop computers, and mobile devices
• Works through general access, connectivity, and desktop application issues
• Assigns basic administration of user accounts and groups
• Manages assigned tickets, working through and tracking issues to resolution
• Records detailed information into Service Desk ticketing system
• May act as a liaison between Partners and NOC team in India

Preferred Qualifications

• IT Certification (Apple, Microsoft, COMPTIA, ITIL, HDI etc.)
• Proficiency in Active Directory