Service Desk Technician

Summary

Join Sourcepass, an IT consulting company, as a Service Desk Technician and provide advanced Level II IT support to clients. You will set up workstations, diagnose and maintain local networks, ensure network security, and provide user guidance. Troubleshooting, maintaining records in ConnectWise, and liaising with vendors are key responsibilities. The position requires 3-5 years of technical support experience and specific certifications within one year of hire. The schedule is Monday-Friday, 7 am-4 pm EST, with a salary of $60,000+ (negotiable). Sourcepass offers a collaborative team environment and opportunities for professional growth within a successful and award-winning company.

Requirements

• Technical Support Experience: 3-5 Years (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
• 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

• 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