[Hiring] Service Desk Technician @Sourcepass

Role Description

As a Service Desk Technician, you will be responsible for working closely with our clients, providing advanced Level II IT knowledge, tools, and problem-solving skills to determine, diagnose and solve all IT-related issues. This is a remote position.

Responsibilities

• Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
• Check computer hardware (HDD, mice, keyboards etc.) to ensure functionality
• Install and configure appropriate software and functions according to specifications
• Diagnose and maintain local networks in ways that optimize performance
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate software and computer equipment
• Organize and schedule diagnostic testing around client availability to inhibit impact
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, etc.)
• Maintain records of support interactions and time spent in ConnectWise (communication, diagnostics tests/results)
• Identify and document computer or network equipment warranty issues and communicate them internally.
• Act as a liaison between Vendors and clients for open vendor support requests

Qualifications

• Technical Support Experience: 3-5 Years (Preferred)
• Experience working with Azure (A plus)
• Experience working with Office 365 (Preferred)
• Experience working with SonicWall devices (Preferred)
• Experience working with HP Devices (Preferred)
• Ability to communicate effectively
• Ability to prioritize multiple tasks effectively
• Ability to work in a fast-paced environment
• Ability to work independently and in a team environment
• Proven Experience as a Technical Support Analyst or relevant position
• CompTIA A+ and Network+ will be required within 1 year of hire.
• Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications desirable.