General Summary:

The Service Desk Level 1 Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. Service Desk Level 1 Technicians are typically entry level with less than one year of experience. This person is a good communicator and should be prompt and/or know the importance of communicating ETAs to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

Position Responsibilities:

Answer Help Desk phones to provide Level 1 remote phone support Log, document, and track incidents within ConnectWise Manage Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily Monitor and hit weekly KPIs Willing to occasionally be on call and/or work overtime, holidays, and weekends Provide Level 1 Support for the Professional Service team as assigned Communicate with end users and set appropriate expectations on service tickets Ability to pay close attention to detail while performing technically detailed tasks Ability to deal effectively with stressful situations Audit documentation & toolsets as outlined by Service Desk Manager Spam Filter True-up Office 365 True-up ConnectWise Manage Contacts True-up ITGlue review/update

Knowledge, Skills, and Abilities:

Experience required with Windows desktop operating systems Mac OS is not required but a plus Understanding of TCP/IP, IPV4, DNS, & DHCP and troubleshooting Internet connectivity Experience with Terminal Services Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network Working Knowledge of Wireless Technologies Organization and multi-tasking skills

Credentials and Experience:

High school diploma or equivalent New hire with no certifications Eager to learn Takes direction from Engineers/Technicians