Help Desk Technician

Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

Summary

The Help Desk Technician is primarily responsible for providing helpdesk support for client end users, which may include onsite or remote diagnosis and repair, performing planned system maintenance on client networks, and troubleshooting support requests and systems analysis, including consulting with users, to determine hardware, software, or system functional specifications. Hardware may include workstations, printers, servers, firewalls, switches, and phones. Support requests may entail tier I/II issues related to active directory management, line of business applications, routing/switching, server and network hardware, or their associated services and roles.

Essential functions of the job

• Provide IT support relating to technical issues involving Microsoft’s core business applications and operating systems
• Support of disaster recovery solutions
• Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Monitor remote monitoring and management system alerts and notifications; respond accordingly through service tickets.
• Perform system documentation maintenance and review in ConnectWise
• Respond to queries professionally, timely and accurately. Communicate with customers as required including keeping them informed of incident progress or notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
• Escalate service requests that require engineer-level support
• Enter time and expenses in ConnectWise according to company procedures
• Complete assigned training materials and blueprints on the ConnectWise University
• Work through project tickets and phases in ConnectWise as assigned by a Project Manager
• Enter all work as service or project tickets into ConnectWise
• Maintain positive, cooperative, and team-oriented relationships with co-workers, supervisors, managers and others you come into contact with through your job.
• Other duties as assigned.

Competencies:

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.

• Customer Focus: The individual needs to demonstrate understanding and compassion for concerns and issues. The individual should promptly address customer inquiries and complaints and go above and beyond to ensure customer satisfaction.
• Communication Skills -Clearly and effectively communicate with customers and team members. Writes concise, clear, and professional emails and messages. Pays full attention to customers, understands their needs, and responds appropriately.
• Problem-Solving Skills: The individual identifies the root cause of customer issues and develops effective solutions. They think outside the box to resolve customer problems and improve service. They make sound decisions quickly to address customer needs and issues.
• Time Management: The individual effectively prioritizes tasks to manage multiple customer inquiries and issues. Completes tasks.
• Adaptability -The individual adapts to changing customer needs, policies, and technologies. Remains calm and effective under pressure during high-volume periods. Quickly learn new procedures and systems as required.

Skills and abilities

• Ability and desire to provide exceptional customer service
• Ability to act with a sense of urgency while paying attention to detail
• Ability to multi-task effectively and thrive in a fast-paced environment
• Ability to communicate in a positive, effective, and efficient manner
• Ability to work independently and as part of a team
• Ability to prepare, organize, and present information to groups of people
• Ability to match solutions to prospective client needs
• Ability to work after-hours and on-call shifts
• Technical skillset in hardware setup and troubleshooting
• Technical skillset in Windows operating systems: Windows (XP,7,8,10) Windows Server (SBS,2008 R2,2012, etc.)
• Proficient with typing, use of Microsoft Office Applications, and the Internet

Qualifications:

• Minimum of one (1) year of experience in an IT bench, support, or consulting role
• Minimum of one (1) year of experience with Microsoft Exchange & Microsoft Active Directory
• Minimum of one (1) year of experience with LAN and WAN configuration, setup, and troubleshooting
• Minimum of one (1) year of experience providing excellent exceptional service directly to end users
• A BA/BS in related field is preferred
• One or more of the following industry certifications Net+, MCSA/E, MOS, CCNA, are preferred
• Must have reliable transportation

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Language Skills:

Read and interpret documents such as safety rules, invoices, SOP, and instructions; write routine reports and correspondence. Effectively present information in one-on-one situations and small group situations to customers or vendors, and other employees.

Math Skills:

Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent and draw and interpret bar graphs.

Reasoning Ability:

Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations. Identifies problems, gathers information, and offers solutions.

Computer Skills

Proficiency with Microsoft Word, Excel, and Outlook is required. Proficiency with email is required.

Physical requirements essential to perform the duties of the job

• Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and the computer to aid
• Frequently operates a motor vehicle while traveling to client site
• Frequently exposed to outside elements when traveling to client site
• Frequently sits and/or stands for long periods
• Frequently uses the computer with fingers and hands for documentation, research, and troubleshooting
• Frequently work in a well-lit, tempered room
• Frequently views the computer to perform duties
• Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.
• Occasionally lifts objects such as office supplies, computers, monitors, and servers that can weigh up to 50 pounds

While performing the duties of this job, the employee is regularly required to sit for long periods. The employee is also frequently required to talk and hear on the telephone and in person with individuals and groups. The employee must be able to reach with hands and arms. Type frequently throughout the day. Vision is required as the incumbent is required to read and respond to documents in hard copy and electronic form.

Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending Account Options
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Time Off
• Paid Holidays
• Ongoing training opportunities

Must have reliable transportation and pass pre-employment screening.

Equal Opportunity Employer

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.