Service Desk Technician I

About the role

This position is posted to meet state regulatory requirements. A qualified internal candidate has been identified for this role, though all qualified applicants will be considered.

Responsibilities

• Accept incoming client troubleshooting calls and make outbound calls in response to email requests
• Engage with clients via email, providing clear and prompt communication
• Leverage your Windows proficiency, network skills and knowledge of inter-connectivity with servers and printers to prepare and set up laptops and desktops
• Conduct basic client account administration in Office 365 and Active Directory
• Track scheduled work, proactively communicating changes to all stakeholders, and promptly updating both the schedule and clients as needed
• Log detailed case notes in Ntiva's ticketing system and other documentation platforms, ensuring clear and accurate records
• Absess the need for documentation updates and inform management of any necessary changes
• Maintain a positive and client-centric focus throughout all interactions, fostering trust and building strong client relationships
• Maintain meticulous attention to detail to uphold accuracy and efficiency standards

Requirements

• At least 1 year of professional work experience in the IT industry
• Proficiency with troubleshooting problems with, but not limited to, the following technical subjects: VPN, Internet connectivity losses, Remote desktop, Microsoft Office software, Peripherals, including printers, scanners, and monitors, Familiarity with administration of Office 365 and Exchange Online, Proficiency in navigation and administration of Active Directory, Working knowledge of Windows file shares (SMB/CIFS)
• Strong communication and writing skills
• Ability to review, understand, and implement SOPs and other written training

Qualifications

• Associate’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred

Skills

• CompTIA A+
• Network +
• Security +

Benefits

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks

Pay

The base pay range for this position is expected to be between $37,000 and $47,000 per year, plus an annual on-target bonus of $ or % (or commission plan).

Schedule

Monday through Friday, 10:00am to 7:00pm EST