Systems Support Technician I - Lifeline : Job Details

Lifeline is the #1 Managed Service Provider (MSP) in the region! We are a locally owned, dynamic company looking to add to an already awesome staff and work culture! We have been in business for 20 years with steady and progressive growth. We have very high expectations for our staff. Do you have what it takes to join our team, and help take us to the next level? Will you exceed our expectations? If so, then please apply. Some company perks:

• Dynamic and unique work environment
• Very competitive salaries
• Bonuses & profit sharing
• Total Benefit Package (Health Insurance, 401K (w/ employer matching, Paid vacation + holidays + sick time
• Employer paid continuing education / certification programs
• Paid health club membership

General Summary The Systems Support Technician I is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. Essential Duties and Responsibilities

• Act as the single point of contact to the customer for all types of service requests
• Schedule field technical resources on the ConnectWise dispatch portal when necessary
• 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, Terminal Services, and RDP
• System documentation maintenance and review in ConnectWise and IT Glue
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests: Tickets need to be addressed within 30 min. of assignment to you.
• Ability to work in a team and communicate effectively
• 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 it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into 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.

• Basic 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 IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT 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.

Expectations

• Communicate very well, all the time
• Excellent attention to detail
• Extreme Ownership attitude
• Self-motivated with a desire to help others in a fast-pace environment

Salary Range

• $55,000 - $65,000
• Full Benefits
• This is a full time, exempt, salaried position
• General work hours will be M-F 8:00am - 5:00pm