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Service Desk Technician

Location : Ocala, FL
Job Type : Regular
Reference Code : 11301980
Hours : Full Time
Required Years of Experience : 2
Required Education : 2 year Information Technology
Travel : No
Relocation : No

Job Description :

Reports to: IT Services Manager


Department: Service and Support


Job Description: The Service Desk Technician is responsible for handling first level support of service requests in a professional 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, Terminal Services, and Citrix.

  • 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 environment.

  • Escalate service requests that require engineer level support.

  • Must be able to drive to customer locations, sometimes as far away as 100 miles.

  • 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.


Salary: $29,000 to $37,500 per year, DOE

Work Schedule: Full-time

Required Qualifications :

Educational/Vocational/Previous Experience Recommendations:

  • Minimum 2 years of IT or related experience.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty. 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 telephony skills, communication skills, active listening and customer-care.

  • Diagnosis skills of technical issues.

  • Ability to 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.

  • VOIP knowledge is a plus.


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