Service Desk Technician

Summary

Join Sourcepass, a leading IT consulting company, as a Service Desk Technician and provide advanced Level II IT support to our clients remotely. You will set up workstations, diagnose and resolve IT issues, maintain networks, and ensure system security. This role requires strong troubleshooting skills and experience with various hardware and software. The position is fully remote, Monday-Friday, 8am-5pm EST. CompTIA A+ and Network+ certifications are required within one year of hire. Additional experience with Azure, Office 365, SonicWall, and HP devices is preferred.

Requirements

• 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
• Proven Experience as a Technical Support Analyst or relevant position
• CompTIA A+ and Network+ will be required within 1 year of hire

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

• Technical Support Experience: 3-5 Years (Preferred)
• Experience working with Azure (A plus)
• Experience working with Office 365 (Preferred)
• Experience working with SonicWall devices (Preferred)
• Experience working with HP Devices (Preferred)
• Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications desirable