About this role
MIS is seeking a Service Desk Technician who is responsible for providing remote and onsite help-desk support to end users.
Essential Duties and Responsibilities:
IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMwareSupport services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.Implement and support disaster recovery solutionsTechnical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and securityRemote access solution implementation and support: VPN, Terminal Services, and CitrixSystem documentation to include system reviews and recommendationsCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesAdditional Duties and Responsibilities:
Improve customer service, perception, and satisfactionAbility to work in a team and communicate effectivelyEscalate service issues that cannot be completed within agreed service levelsCommunicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goalsDevelop in-depth knowledge of the service catalog and how it relates to customer’s needsDocument internal processes and procedures related to duties and responsibilitiesResponsible for entering time and expenses in ConnectWise as it occursWork through a daily schedule in ConnectWise that has been established through the dispatch processUnderstand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise UniversityEnter all work as service tickets into ConnectWiseReview IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry Knowledge and Skills Required:
Professional IT Certifications, such as: Microsoft MCP or MCSA, Citrix CCA, Cisco CENT, or VMware VCPInterpersonal skills: such as telephony skills, communication skills, active listening and customer-careDiagnosis skills of technical issuesAbility to multi-task and adapt to changes quicklyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization’s key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environment All your information will be kept confidential according to EEO guidelines.