The Service Desk Technician is responsible for handling first level support of incoming service tickets. Tickets may be incidents, requests, problems or alerts. This job role relates to but is not limited to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

• IT Support relating to technical issues involving Microsoft's core business applications and operating systems
• Support of disaster recovery solutions
• 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
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in Nexigen's established knowledgebase
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively in written and verbal form
• Work with the Service Coordinator to ensure service tickets are routed to the proper resource in order to be resolved quickly and efficiently
• Enter all work as service tickets into Nexigen's established ticket management system
• Recognize and escalate service tickets that require elevated support
• Responsible for entering time and expenses as they occur
• As needed, proactively monitor and support the stability of our managed service client's infrastructure
• As needed, respond to alerts and alarms for backup, anti-virus, patching, disk space, services, memory, CPU utilization according to Standard Operating Procedures
• Complete assigned training in accordance with established Nexigen service desk training policies and procedures
• Availability to be on-call for a pre-determined rotation.
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment
• Typing skills to ensure quick and accurate entry of service request details which requires finger and wrist dexterity in a repetitive motion.
• Must be able to remain in a stationary position 80% of your working day.
• The person in this position needs to occasionally move about inside the office and up and down stairs to access hardware storage rooms, office machinery, etc.
• Constantly positions self to maintain computers in the lab, including under the desks and in the server closet.
• The person in this position frequently communicates verbally and in written form with co-workers, clients, and contractors and must be able to exchange accurate information in these situations.
• Must be able to detect and/or recognize software, hardware and operating systems on or used to operate computers.

Hourly rate range $17.50- $21.00 per hour. Over time, holiday pay, flexible schedules. Medical, Dental, Vision Insurance and 401k benefits.

Job Type:

Full-time Pay:

$19.00 - $22.00 per hour

Work Location:

In person