Service Desk Technician – Rockville, MD

The Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • IT Support relating to technical issues involving basic PC issues; map a printer, back up files, add a network card
  • Support of disaster recovery solutions
  • Basic technical support at the network level; WAN and LAN connectivity, DNS, routers, firewalls, and security
  • Basic remote access solution implementation and support; VPN, Terminal Services, and Citrix
  • Basic system administration; Understanding of file permissions, access levels, and why machines talk to domain controllers
  • Ability to perform a network trace using standard industry tools such as; Wireshark, Netmon, Snoop
  • 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 or agreed outages

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Ability to train others on skills and knowledge you possess
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Advanced 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 IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT 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
  • Familiarity with ticketing software and remote management tools such as Connectwise and Labtech is a plus
  • Minimum 1 year hands on support experience required
  • CompTia certifications are a plus
  • MS Certifications are optional, but desire to be certified and grow is a plus
  • Must be interested in personal growth and learning new technologies