Reactive Technician

Description:

The Reactive Technician is responsible for handling first and second level support of service requests in a professional and timely manner. This relates to all technology including: workstations, servers, printers, networks, phones and vendor specific hardware and software.

Basic Functions:

IT Support involving technical issues with 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. Pay close attention to the remote monitoring and management system alerts and notifications and respond accordingly through service tickets. Provide system documentation, configurations, maintenance and review in ConnectWise.

Communicate with clients as needed:

keep them informed of incident progress, notifying them of impending changes and agreed outages.

Additional Duties and Responsibilities:

Improve client service, perception, and satisfaction. Provide quick and efficient turnaround on client requests for timing resolution. Have the ability to work in a team environment and communicate effectively. Work with the Service Coordinators to ensure requests are routed to the proper resource. Escalate service requests that require engineer level support. Responsible for updating all service tickets, time and expenses in ConnectWise as they occur. Complete and comprehend assigned video and on-the-job training. Actively participate in our rotating on-call support schedule for after-hours support. Additional duties and responsibilities as assigned by the Service Manager and/or Leadership Team Knowledge, Skills and/or

Abilities Required:

Advanced understanding of operating systems, business applications, printing systems, and network systems.

Interpersonal skills:

such as telephone etiquette, communication skills, active listening and client 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.

Physical Requirements:

Ability to lift up to 30 pounds unassisted. Position may require climbing a ladder.

Education/Vocational/Previous Experience:

High school diploma or equivalent required. Minimum of four years of experience in a related field required. Experience working for an MSP preferred.

Benefits:

Competitive salary based on experience and qualifications. Health, dental, vision and additional ancillary benefits are available. Performance-based incentive bonuses. 401k with up to 6% employer match. Full on the job training and support. Fun working environment and culture. Great opportunity for advancement. This position involves on-site work at our government contractor client and United States citizenship is required for this role.

Job Type:

Full-time Pay:

$55,000.00 - $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Parental leave Vision insurance

Experience:

IT Help Desk:

4 years (Required)

Work Location:

Hybrid remote in Kalamazoo, MI 49007