ConnectWise

Help Desk Technician I

ConnectWise

full-time

Posted on:

Location Type: Hybrid

Location: Florida • United States

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Tech Stack

Android

About the role

  • Support Windows and MAC desktop and laptop computers via phone, chat, and email
  • General access and connectivity issues
  • Support and solve desktop application issues; elevate to Level 2 as needed
  • Basic administration of user accounts and groups
  • Take ownership of trouble tickets, working and tracking issues to resolution
  • Record detailed information into Service Desk ticketing system
  • Support for mobile devices such as iPhones, Blackberries, and Android phones
  • Occasionally act as a liaison between Partners/Clients and NOC team in India
  • Utilize support applications to ensure timely resolution of client issues.

Requirements

  • College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
  • 1 to 2 years of experience in a Service or Help Desk Desk/Support Center environment
  • IT Certifications (Apple, Microsoft, CompTIA, ITIL, HDI etc.) preferred.
  • Preferred: Proficiency in Active Directory
  • Excellent knowledge of Windows operating systems, Apple operating systems
  • Proficient in Active Directory
  • Knowledge of network basics
  • Knowledge of VPN basics
  • Excellent communication, written and verbal are vital for communication via phone, chat, and email
  • Excellent customer service skills are vital
  • Customer service, especially with inbound phone contact
  • Excellent planning, organizing, problem solving, and time management skills
Benefits
  • Hybrid/Remote/On-Site depending on location
  • 0 – 10 % travel may be required
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Windows operating systemsApple operating systemsActive Directorynetwork basicsVPN basicstrouble ticketingdesktop application supportmobile device supportuser account administrationService Desk
Soft Skills
communicationcustomer serviceplanningorganizingproblem solvingtime managementownershipliaisonverbal communicationwritten communication
Certifications
AppleMicrosoftCompTIAITILHDI