Service Desk Support Technician - Level 1

SERVICE DESK ADMINISTRATOR - LEVEL 1

MANAGED SERVICES | TECHNICAL SUPPORT

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions. The Service Desk Administrator (SDA) is responsible for providing excellent customer experience by responding to and resolving incoming IT requests and alerts from our customers over the phone, through email, and in person. You will work on a variety of technical issues, from diagnosing network, server, and workstation problems, to thinking outside of the box to troubleshoot solutions and resolving complex problems. This job operates at a very fast pace, and you must be comfortable handling high volumes of request tickets and phone calls. This position is similar to a Help Desk Analyst, Tier 1 Help Desk or Junior Network Administrator and offers many opportunities to advance within Convergence.

WHAT WILL YOU DO AS A SERVICE DESK ADMINISTRATOR?

Answer a high-volume of inbound phone calls and emails from clients and perform initial troubleshooting on help desk tickets. Resolve customer tickets on the first contact, but also be able to determine when issue scope requires that a ticket be escalated to a System or Network Administrator or other support resource. Ensure customer satisfaction with service, communication and issue resolution. WHAT SKILLS DO I NEED TO BE A SUCCESSFUL SERVICE DESK ADMINISTRATOR? IT background with a focus on network support, implementation, and remote as well as onsite support. Understanding of networking Familiarity with Group Policy Technical prowess Familiarity with Windows OS and common applications Experience with administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies. Skilled at defusing high-stress situations and facilitating resolution to technical problems. High school diploma or equivalent.

• 2+ years of relevant experience which may include Service Desk Support Specialist, Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
• Previous experience providing both onsite and remote/phone support in a fast paced, high volume environment.

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS? Associate’s degree/College diploma or higher in Information Technology. Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role. Experience with ConnectWise, Kaseya, or other similar MSP tools and software. Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings. Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site. on-call or travel work may include nights or weekends Position requires regular contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical training development. Position may require some travel to Convergence or client sites. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth. Group benefits plans including medical, dental, vision, and 401k. Education and certification reimbursement is also available so we can help you grow. You can expect regular meetings with your manager and quarterly conversations about your performance and growth. Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well). We are an equal opportunity employer and invite diversity in our applicants; We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.