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Service Desk Consultant

Posted: 04/25/2021

Job Description:

The Service Desk Consultant 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:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN and Terminal Services.
  • 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 clients as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

  • Improve client 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.
  • Participates in after-hours support on-call responsibilities.
  • Assists with managing the monitoring portal and alert notifications.

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.

  • Understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephone 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.

Educational/Vocational/Previous Experience Recommendations:

  • BA/BS, preferably in computer science or a related field and/or industry certifications a plus.
  • At least 1 year of IT or related experience.
  • Valid driver’s license and ownership of personal automobile.

Benefits:

· Competitive salary based on experience and qualifications.

· Health, vision, and dental benefits included.

· Performance based incentives.

· Generous bonus levels.

· Full on the job training & support.

· Fun working environment and culture.

· Great opportunity for advancement.

Only local candidates need apply.

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Supplemental Pay:

  • Bonus pay

Education:

  • Bachelor's (Preferred)

Work Location:

  • One location

Work Remotely:

  • Temporarily due to COVID-19

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TriCounty Area Chamber of Commerce

152 East High Street, Suite 200
Pottstown, PA 19464

Phone: 610.326.2900