The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Tier 2-3 Service Desk/Field Technician to provide remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Washington, DC metro area (50-75% in the field), after-hours and/or weekend work as needed to meet client needs.
- Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
- Manage and follow daily schedule of dispatched tickets and projects
- Installation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)
- Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)
- Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)
- Follow ITIL/ISO based processes
- Meet Key Performance Indicators (KPIs) and Metrics
- Manage client expectations
- Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
- Identify and offer potential solutions for recurring issues
- Maintain internal and client documentation
- Escalate tickets to other service delivery areas as needed
- At least 5+ years in a service desk or help desk role
- Experience with CISCO networking devices
- Detail oriented
- Strong organization skills
- Strong troubleshooting skills
- A broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)
- Microsoft 365 and Google Workplace Administration
- Experience working in a high-paced service desk/help desk environment
- Experience in MSP environment preferred
- Must have reliable transportation
- All your information will be kept confidential according to EEO guidelines
- Must have a clean background no exceptions, background check will be performed
- Work is performed in a fast-paced Information Technology environment
- The interview process will be 1st round phone screen and 2nd round on-site interview
- Able to lift 50 pounds
- Applications will be reviewed on a rolling basis.
