Service Desk - Technician (Level 1) Job at GRIT Technologies, Grand Rapids, MI

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  • GRIT Technologies
  • Grand Rapids, MI

Job Description

Job Description

Job Description

Salary:

General Summary:

The Service Desk Level 1 Technician 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. Service Desk Level 1 Technicians are typically entry level with less than one year of experience. This person is a good communicator and should be prompt and/or know the importance of communicating ETAs to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

Position Responsibilities:

  • Answer Help Desk phones to provide Level 1 remote phone support
  • Log, document, and track incidents within ConnectWise Manage
  • Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily
  • Monitor and hit weekly KPIs
  • Willing to occasionally be on call and/or work overtime, holidays, and weekends
  • Provide Level 1 Support for the Professional Service team as assigned
  • Communicate with end users and set appropriate expectations on service tickets
  • Ability to pay close attention to detail while performing technically detailed tasks
  • Ability to deal effectively with stressful situations
  • Audit documentation & toolsets as outlined by Service Desk Manager

    • Spam Filter True-up

    • Office 365 True-up

    • ConnectWise Manage Contacts True-up

    • ITGlue review/update

Knowledge, Skills, and Abilities:

  • Experience required with Windows desktop operating systems
  • Mac OS is not required but a plus
  • Understanding of TCP/IP, IPV4, DNS, & DHCP and troubleshooting Internet connectivity
  • Experience with Terminal Services
  • Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
  • Working Knowledge of Wireless Technologies
  • Organization and multi-tasking skills

Credentials and Experience:

  • High school diploma or equivalent
  • New hire with no certifications
  • Eager to learn
  • Takes direction from Engineers/Technicians

Job Tags

Work at office, Remote work, Weekend work,

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