IT Helpdesk / Field Support

About us Zeta Sky delivers IT Management and Cybersecurity services to small and medium businesses. We thrive on delivering not only reliable and secure IT solutions, but also a great service experience that builds lasting relationships. The Helpdesk /Field Technician is responsible for handling first level support of service requests in a professional and timely manner. We are seeking someone to support the Dallas/Fort Worth area. This position will be able to work from home, with occasional need to visit a client site for support.

Technology supported includes:

workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

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 SharePoint/Any related systems • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

Focused on customer service and client satisfaction. Fast turnaround of customer requests. Ability to work in a team and communicate effectively. Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently. Escalate service requests that require engineer level 2 support. Responsible for entering time and expenses in PSA (Professional Services Automation System) as they occur. Understand processes in PSA by completing assigned training materials and blueprints on the PSA University. Enter all work as service tickets in PSA. Knowledge, Skills, and/or

Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Advanced understanding of Microsoft 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 services for which support is being provided. Understanding of support tools, techniques, and how technology is used to provide services. Typing skills to ensure quick and accurate entry of service request details. Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

BA/BS, preferably in computer science or a related field. Any IT certification (Comptia, Microsoft, Cisco, etc. . .) At least 2 years of IT support experience.

Benefits:

Competitive salary based on experience and qualifications. Health benefits included. 401K with company matching Full on the job training & support. Fun working environment and culture. Great opportunity for advancement. Opportunity to work from home after training period, will be based on performance. $20-$25/hour

DOE Job Type:

Full-time Pay:

$20.00 - $25.00 per hour

Benefits:

401(k) 401(k) matching Health insurance Paid time off Retirement plan

Supplemental Pay:

Bonus pay

Education:

Associate (Preferred)

Experience:

IT Helpdesk:

1 year (Preferred)

Active Directory:

1 year (Preferred)

Work Location:

In person