Eclipse Networks is a collaborative MSP that values team growth and open communication. The Service Desk Technician role involves providing technical assistance to end users, managing service desk tickets, and supporting various customer needs both remotely and onsite.
Responsibilities
- Provide front-line technical support by utilizing phone and remote management platforms for effective troubleshooting service desk tickets
- Perform installations, support, and management to end user accounts
- Administer periodic hardware and software system maintenance across various customers
- Provide onsite support at Customer locations for technical requirements as needed
- Determine business impact of requests, collect relevant information, and escalate when necessary
- Document internal and Customer knowledge accurately and comprehensively in a timely manner
- Support in the implementation of technologies for project success, when requested by Professional Services
- Acquire required knowledge to support new technologies as adopted by the business
- Provide onsite support at Customer locations for technical requirements as needed
- Aid with projects (i.e. server and firewall installations, migrations, deployments, etc.)
- Ability to communicate technical concepts to non-technical end-users
- Document internal and Customer knowledge accurately and comprehensively in a timely manner
Skills
- 1-3 years troubleshooting end-user technologies (desktops, laptops, printers, peripherals)
- 1-3 years supporting help desk/ service desk operations across several customers simultaneously
- 1-3 years experience administering Microsoft Windows desktop & server operating systems
- Proficient in supporting Microsoft products including Office, Outlook, MS365, etc
- Knowledge of basic networking concepts- ability to troubleshoot connectivity related issues
- Excellent communication skills both written and verbal
- Highly detailed and organized with the ability to prioritize tasks and work independently
- Customer service oriented with a friendly and energetic personality that works well with others
- Professional appearance and conduct
- MSP experience required
- Associates and/or bachelor's degree in Computer Science or related a plus
- IT Certifications CompTIA, Microsoft 365, Cisco) highly desired
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
- Short-Term Disability
- Long-Term Disability
- Life insurance
- Paid time off
- Professional development assistance
- Referral programs
Company Overview
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