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Job Description:
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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.
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Basic Functions:
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- 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
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Additional Duties and Responsibilities:
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- 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.
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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.
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- 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.
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Educational/Vocational/Previous Experience Recommendations:
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- AA/AS, preferably in computer science or a related field.
- BA/BS preferred but not required.
- 1 year of IT or related experience.
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Benefits:
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- 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
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