Service Desk Technician II

Summary

Join iT1, a leading technology solution provider, as a Service Desk Technician II and be part of a team recognized for its great culture. Provide excellent service desk support to corporate clients, troubleshooting technical issues and resolving problems efficiently. You will handle a high volume of requests daily, utilizing various tools and technologies. Success in this role requires strong customer service, communication, and technical skills. The position offers remote work and a comprehensive benefits package.

Requirements

• 3-5 years’ experience in call center or service desk environment
• Knowledge of various PC hardware and software applications including: Operating Systems: Windows 7, Windows 10, and Windows 11
• Office 365 Support
• User creations/terminations (tasks/requests)
• End-user self-service tools
• Cloud support – multiple device data syncing
• ConnectWise or other ticketing systems
• Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc
• Internet Service Provider (ISP), Cable Modem, and Internet Support
• Effective troubleshooting and documentation skills
• Experience navigating a knowledge base
• Proficient use of Microsoft Office applications
• IT troubleshooting
• Strong organization, time management, and prioritizing skills
• Completed High School Diploma/GED
• Associate Degree in Technical Field

Responsibilities

• Provide support via phone, e-mail and chat to employees of corporate clients
• Assists users in troubleshooting Outlook
• Provides support for Microsoft Operating Systems (Windows 7, Windows 10, Windows 11)
• Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365)
• Provides support for mobile devices including configuration and email sync
• Handles 50-60 issues per day efficiently and appropriately
• Maintains regular and punctual attendance
• Utilizes Active Directory database to reset network passwords
• Assists users in adding and changing network printers
• Provides technical support for VPN connectivity issues
• Controls user’s computers utilizing remote access tools
• Troubleshoots remote access connectivity problems
• Demonstrates and actively promotes an understanding and commitment to the mission of iT1 through performing behaviors consistent with the organization's values
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of iT1 in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors
• Supports and conducts self in a manner consistent with client service expectations

Preferred Qualifications

• Strong technical and client interaction skills
• Self-starter with excellent organizational, administrative, and interpersonal skills
• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision
• Excellent oral, written, technical, and business communication skills
• Ability to multi-task and work in fast paced environment

Benefits

• Health Insurance, Vision, Dental, and Life Insurance
• Paid Vacation, Paid Holidays
• 401K Plan with company match (eligible after 1 year of employment)
• In-house fitness center