Service Desk Technician

Summary

Join Sourcepass, a leading IT consulting company, as a Service Desk Technician! This fully remote position offers the chance to work with clients, providing advanced Level II IT support and problem-solving. You will set up workstations, diagnose network issues, ensure system security, and guide users on software operation. The role requires 3-5 years of technical support experience and specific certifications within a year of hire. Sourcepass fosters professional development and offers a collaborative environment.

Requirements

• Technical Support Experience: 3-5 Years (Preferred)
• CompTIA A+ and Network+ will be required within 1 year of hire
• Proven Experience as a Technical Support Analyst or relevant position

Responsibilities

• Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
• Check computer hardware (HDD, mice, keyboards etc.) to ensure functionality
• Install and configure appropriate software and functions according to specifications
• Diagnose and maintain local networks in ways that optimize performance
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate software and computer equipment
• Organize and schedule diagnostic testing around client availability to inhibit impact
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, etc.)
• Maintain records of support interactions and time spent in ConnectWise (communication, diagnostics tests / results)
• Identify and document computer or network equipment warranty issues and communicate them internally
• Act as a liaison between Vendors and clients for open vendor support requests

Preferred Qualifications

• Experience working with Azure (A plus)
• Experience working with Office 365 (Preferred)
• Experience working with SonicWall devices (Preferred)
• Experience working with HP Devices (Preferred)
• Ability to communicate effectively
• Ability to Prioritize multiple tasks effectively
• Ability to work in a fast-paced environment
• Ability to work independently and in a team environment
• Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications desirable

Benefits

• Fully remote position Monday through Friday 8am-5pm EST
• Professional development