Careers with Pine Cove Consulting

Job Title:

Service Desk Technician

Compensation:

$20.00-$25.00/Hour

Reports to:

Service Manager

Department:

Service and Support

 

Job Description:

The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

  • IT Support relating to technical issues involving PCC core business applications and operating systems.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  • System documentation maintenance and review in ConnectWise & Sharepoint

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the Service Desk Manager to ensure requests are documented as fully as possible before a resource is dispatched in order to be resolved quickly and efficiently.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in ConnectWise.
  • Work on-site at customer sites as needed, with remote support/coaching from PCC Service Deliver Manager and/or PCC Engineer.  Some driving may be required within a “day trip” radius of Bozeman.  Over-night travel not required.

Knowledge, Skills, and/or Abilities Required:  

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Understanding of operating systems, business applications, printing systems, and network systems.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

  • AA/AS, preferably in computer science or a related field.
  • BA/BS preferred but not required.
  • 1 year of IT or related experience.

Benefits:

  • Competitive salary based on experience and qualifications.
  • Second to none health, vision, and dental benefits included.
  • Performance based incentives.
  • Generous bonus levels.
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.
  • Flexible work hours available
  • Partial remote work is available

 

Only Gallatin Valley candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.  Other duties may be assigned as needed.

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