Service Desk Technician

Job description

The Service Desk 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. • IT support relating to technical issues involving Microsoft’s core business applications and operating systems. • Monitoring and support of disaster recovery solutions. • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, Wi-Fi, and security. • Basic remote access solution support: IPSEC & SSL VPN, Remote Desktop Services, etc. • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets. • System documentation maintenance and review in ConnectWise. • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. • Resolute dedication to unparalleled customer service. • 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 appropriately. • Responsible for entering all time and expenses as they occur. • Continuous education, expansion, and refinement of technical knowledge and credibility through industry standard certifications. • Professional IT Certifications, such as: Microsoft MCP, Fortinet Network Security Expert (NSE), LabTech LTCP, Cisco CCNA, CompTIA A+ or Network+. • Basic 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 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. • 3 years of IT or related experience, special preference for Service Desk/Desk Side support experience. • Competitive salary based on experience and qualifications. • Health, vision, and dental benefits included. • Full on the job training & support. • Fun working environment and culture. • Great opportunity for advancement. Acumen Technology is a highly respected IT Consulting firm in Nashville. Our core strength is our ability to identify and securely deploy the right technology to meet our client's goals. We specifically service community banks, healthcare providers and professional services because we understand their needs and have extensive IT experience in servicing these markets.