Service Desk L1 - US Day

SUMMARY

The Service Desk — L1 is responsible for providing quality services and solutions to company’s clients while maintaining a high level of client satisfaction. This hybrid role combines first-level helpdesk support with proactive NOC monitoring responsibilities — answering client calls and service requests, triaging and resolving incidents, and monitoring infrastructure alerts generated through company’s RMM platform and network monitoring tools. This role provides Tier 1 technical support, determines problem severity, escalates appropriately, and ensures client systems are proactively monitored and maintained. This role operates across extended hours including evenings, weekends, and holidays to support company’s 24x7 service delivery commitments.

JOB RESPONSIBILITIES

• Monitor the ConnectWise board and respond to alerts generated through company's RMM tool by providing technical troubleshooting and remediation.
  
• Answer client calls, emails, system alerts, and all correspondence in an appropriate and timely manner.
  
• Accurately and appropriately determine the severity of the problem or service request to establish priorities, and assign service requests to the appropriate resource.
  
• Accurately and promptly log client problem information and create a service ticket using company-provided applications and technology.
  
• Provide Tier 1, first-level support resolutions; escalate to appropriate resources when resolution is beyond scope.
  
• Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times.
  
• Proactively monitor and remediate event logs and drive space on client servers and workstations.
  
• Provide remediations and support for move/add/change/delete type of requests.
  
• Troubleshoot systems and applications to identify proper resources to assign for resolution; verify functionality upon completion.
  
• Maintain client documentation including but not limited to AV and backup configuration, client contact information, and database records.
  
• Perform vulnerability remediation tasks and other proactive maintenance activities during periods of lower alert and ticket volume.
  
• Develop and contribute to best practices, operations procedures, and design documentation to create efficiencies.
  
• Accurately maintain and comply with documentation and administrative procedures in a timely manner, including ticket updates and time entry.
  
• Attend required company and department meetings.
  
• Act in accordance with company policies and procedures as set forth in the Employee Handbook.
  
• Perform other related duties as assigned.
  

QUALIFICATIONS

• High school diploma and two years of relevant experience, or an associate degree in Information Technology or a related field; or equivalent combination of education and experience.
  
• Minimum 2 years of previous related experience required. Experience with several of the following systems preferred: AD Connect, Hyper-V, RDS/RDP, VMware/VDI, RADIUS, Duo, Azure, Microsoft 365, Intune, Autopilot, Teams, FSLogix, Citrix.
  
• MCSA (Microsoft Certified Solutions Associate), CMNA, CCENT (Cisco Certified Entry Networking Technician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+, Network+ or Security+ Preferred
  
• Solid understanding of the administration of network operating systems, applications, and services found in a client environment.
  
• Proficiency with business collaboration tools such as MS Office applications, Outlook, and company and client-specific programs.
  
• Solid customer service abilities including strong verbal and written communication skills with both technical and non-technical clients.
  
• Commitment and initiative — see tasks through from start to finish, self-starter who identifies and resolves problems in a timely manner and escalates appropriately when needed.
  
• Excellent organizational and time management skills — ability to prioritize and manage multiple tasks simultaneously, work within defined timelines, and adapt to changing priorities.
  
• Demonstrate accuracy and thoroughness; apply feedback to improve performance and monitor own work to ensure quality.
  
• Flexibility — adapt to changes in the work environment and adjust approach to best fit the situation.
  
• Teamwork — contribute positively to team outcomes, share responsibility, exhibit openness to others’ perspectives, and welcome feedback.
  
• Enthusiastic and dedicated to the challenge of helping clients and colleagues solve problems.
  
• Function collaboratively as part of a fast-paced, client-oriented team operating across extended and non-standard hours.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to working extended-hours shifts, including evenings, weekends, and holidays, as required by business needs