Level 1 Help Desk Technician

Job Category: Support Team
Job Type: Part Time
Job Location: New Jersey New York City Phoenix

General Summary

The Help Desk Technician is responsible for handling first and second level, and onsite support of service requests. This relates to all technology including, but not limited to, workstations, servers, printers, networks, and vendor specific hardware and software

Essential Duties And Responsibilities

  • IT Support relating to technical issues involving Microsoft, Apple, and Linux core business applications and operating systems
  • Onsite support for any technical repairs, maintenance, and setting up new hardware
  • Support of various disaster recovery solutions
  • Technical support at the network level: LAN/WAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN, Terminal Services, etc.
  • Cloud Systems support including VMware, Hyper-V, 2X, MokaFive, and other solutions
  • Monitor the RMM (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 or planned outages/maintenance

Additional Duties And Responsibilities

  • Improve customer service, perception, and satisfaction
  • Fast and accurate turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Help 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 (PSA) as it occurs
  • Network Administration – Active Directory, Data Management (Folder Redirection), and Microsoft Best Practices

Desired Skills And Experience

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.

  • Experience with LabTech (RMM), ConnectWise (PSA), and ITGlue service-management software a plus
  • Advanced understanding of operating systems, business applications, medical and/or dental practice management software, printing systems, network systems, and virtualization software and systems
  • Interpersonal skills such as telephony skills, communication skills, active listening, and customer care
  • Diagnostic 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
  • Self-motivation with the ability to work in a fast-moving environment
  • Industry Certifications preferred

About The Company

GeeksHD is a Managed Service Provider for or to businesses that are looking to increase efficiency and profitability. We expect our employees to abide by our 5 core values which we consider our Company Culture Cornerstones. They are:

  • Be a person of good character
  • Deliver a “Wow” experience to all clients
  • Pursue personal and professional growth
  • Create a fun environment
  • 100% Teamwork, Always

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