System Administrator - Virtualization/Troubleshooting (2-7 yrs) (IT By Design)

Job Overview :

The Helpdesk Support Specialist is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include :

- Workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions :

- Desktop operating system maintenance, troubleshooting, and diagnosis.

- Desktop connectivity troubleshooting.

- Application installation and support.

- Printer installation and support.

- Client VPN installation and support.

- Microsoft Office Suite support.

- AD user account management.

- Office 365/Exchange user account management.

- Desktop antimalware administration and resolution.

- IT Support relating to technical issues involving Microsoft's core business applications and operating systems.

- 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, and 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.

- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

- Escalate service requests that require engineer level support.

- Responsible for entering time and expenses in ConnectWise as they occur.

- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

- Enter all work as service tickets in 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 services for which support is being provided.

- Understanding of support tools, techniques, and how technology is used to provide 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.

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