Jr. Service Desk Engineer

The Service Desk Engineer will be responsible for multi-level support that includes diagnosing, troubleshooting, and resolving user issues in a fast paced-dynamic environment. Specific responsibilities: Answer incoming support requests, inquiries, and email to determine if problems are user-, software- or hardware-related. Analyze problems/issues/inquiries, assign severity levels to the appropriate technician, and follow through to resolution. Perform call backs to ensure issues are resolved in a timely manner and that ticket information is accurate.

RESPONSIBILITIES
SERVICE DESK SUPPORT

  • Monitor the service desk ticketing system (AutoTask)
  • Provide initial triage of service desk issues
  • Provide Tier 1 and Tier 2 technical support to all clients
  • Escalate issues quickly and efficiently to minimize disruption
  • Provide proactive maintenance on client workstations as directed

MONITORING

  • Monitor the network management system (Kaseya) and perform initial triage of issues

CUSTOMER SERVICE

  • Maintain strong customer service skills when dealing with clients, vendors and other 501cTech partners
  • Advise the Manager of IT Support Services of client support or technical issues for all clients

PROFESSIONAL DEVELOPMENT

  • Improve knowledge of current and future technologies that may be ofbenefit to 501cTech or its clients
  • Attain the Microsoft Certified Desktop Support Technician qualification

OTHER DUTIES

  • Provide technical project support as directed
  • Other duties as assigned

QUALIFICATIONS

  • Bachelor’s degree in computer science or information technology or equivalent experience
    0-2 years’ experience
  • Excellent troubleshooting techniques
  • Excellent communication, writing, analytical and creative problem solving skills.
  • Excellent customer service skills
  • Ability to work well in a team environment, to handle pressure and multiple projects simultaneously and to manage work under tight deadlines

SALARY AND BENEFITS

  • Salary commensurate with experience.
  • Comprehensive and generous benefits package.

TO APPLY

  • Please send your resume and cover letter to jobs@501cTech.org
  • Resumes will be accepted until the position is filled.
  • Resumes will be reviewed as they are received.
  • No phone calls please.

As an equal opportunity employer, 501cTech encourages diversity and does not discriminate in employment on the basis of age, race, color, creed, gender, religion, marital status, national origin, disability, or sexual orientation.