Service Desk Technician - Level 1

Service Desk Technician - Level 1

Integrated IT (IIT) is seeking a Remote Support Technician for their Service Desk - Call Center.

Direct Relationships:

Personal work relationships are with the Remote Support Center (RSC) staff and all other IIT departments. The work requires a professional approach with all IIT Clients in all situations while ensuring all information is kept strictly confidential as required.

Responsibilities

Provide first line support to the end users calling into the IIT Call Center
Monitor and respond quickly and effectively to requests received through email or the IITS Client Portal
Monitor Help Desk tickets and process requests based on priority and escalate as necessary
Basic IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
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
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with the Scheduling Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require Remote Support Engineer level support
Work on special projects as they arise

Requirements

Associate’s Degree in Information Systems, Business or related field
Technical ability to troubleshoot production hardware or software issues
Analytical and problem solving skills
Ability to adapt and adjust to changing work situations, processes, and procedures
Willingness to work flexible hours with occasional evening and weekend hours
Strong verbal and written communication skills - good technical writing skills a plus
A+ certification or MCP a plus
Customer Service experience
At least 1 year of relevant technical experience

Please note that this position will be dedicated to working with customers operating under U.S. export control rules (including ITAR). As a result, this position may include access to technology and/or software source code that is subject to U.S. export controls, including restrictions on who may have access. The Company may choose not to apply, or may be unable to apply, for a license as to any applicants whose access to export-controlled technology or software source code may require authorization. Accordingly, you will be required to provide information regarding your citizenship and immigration status that is relevant for determining whether you could work in the position without a license authorizing your access, and we may decline to proceed with any applicant whose ability to fill the position would depend on such a license.

Integrated IT is an Equal Opportunity Employer. Comark does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Integrated IT participates in E-Verify and will provide the federal government with Form I-9 information to confirm that employees are authorized to work in the U.S.

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