Support Desk Specialist

As a Support Desktop Technician, you will provide excellent customer service and technical support to end users, ensuring their satisfaction through timely and effective issue resolution. You will handle incoming tickets via ConnectWise or phone, meet or exceed reactive support metrics, and troubleshoot issues related to LAN, WAN, VPN, Active Directory, and Office365. Working collaboratively with teammates, you’ll maintain high desktop support standards across enterprise-level clients. Responsibilities also include remote onboarding of new users, configuring email on mobile devices, setting up and deploying PCs using standard images and software, and documenting troubleshooting steps and internal procedures. This role also requires participation in an after-hours on-call rotation, including one weekend every eight weeks.

ABOUT THE JOB

Primary Responsibilities:Provide excellent customer service and desktop support to the end user’s satisfaction.Work with teammates to maintain or exceed appropriate desktop support standards to various sets of enterprise level clients.Provide technical assistance and support for incoming tickets (reactive) received through ticketing system (ConnectWise) or over the phone.Meet or exceed baseline metrics for reactive support.Carry out & document troubleshooting steps to resolve problems.Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), VPN and other systems.Document internal procedures and process and create “how to” write-ups and upload onto internal documentation tool.Assist with onboarding of new users remotely.Remote setup new/old PCs and deployment for our clients using standard hardware images and software.Help end users configure email on their smartphones.Active Directory and Exchange/Office365 troubleshooting/add/changes on clients’ servers.Be available for the After-hour On-Call schedules including 1 weekend every 8 weeks.

RESPONSIBILITIES

• Provide excellent customer service and desktop support to ensure end user satisfaction.
• Maintain or exceed desktop support standards for enterprise level clients.
• Provide technical assistance for incoming tickets via ConnectWise or phone.
• Resolve technical problems with LAN, WAN, VPN, Active Directory, and Office365.
• Participate in after-hours on-call rotation, including one weekend every eight weeks.

QUALIFICATIONS

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 2+ years of experience in desktop or support desk, IT support, or a similar technical role.
• Proficiency with Microsoft Azure, Active Directory, and Group Policy management.
• Experience using ConnectWise for ticketing and service management.
• Strong communication skills for effective end-user support.

ADDITIONAL ELIGIBILITY

Qualifications:Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).2+ years of experience in desktop or support desk, IT support, or a similar technical role.Human RecoursesProficiency with Microsoft Azure, Active Directory, and Group Policy management.Experience using ConnectWise for ticketing and service management.Excellent problem-solving skills and attention to detail.Ability to work independently and manage multiple tickets simultaneously.Strong communication skills for effective end-user support.Preferred Skills:Knowledge of scripting languages (PowerShell, Batch).Experience with Microsoft Endpoint Manager.Certifications such as CompTIA A+, Microsoft Certified: Azure Administrator Associate, or similar.Physical demands:NoneBenefits (If hired after internship):Health, Dental, and Vision insurance- 100% employer contribution for the employee under the silver planLife and disability insurancePTO- 10 days for the first 2 years, 15 days at 2 years, 20 days at 5 years5 sick days6 holidays- New Years, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas4 floating holidaysTraining and certification opportunities for career advancement401k matchingPaid Maternity and Paternity leave

TARGET MOCS

All MOCs

BENEFITS

• Health, Dental, and Vision insurance- 100% employer contribution for the employee under the silver plan.
• Life and disability insurance.
• PTO- 10 days for the first 2 years, 15 days at 2 years, 20 days at 5 years.
• 5 sick days and 6 holidays.
• 4 floating holidays.
• Training and certification opportunities for career advancement.
• 401k matching.
• Paid Maternity and Paternity leave.

OTHER

None