Service Desk Technician III

Job Description:

Maintain and work tickets on the backups board.
Troubleshoot backup failures.
New remote installations/reinstallations.
Disk Space Cleanup.
Maintain and work tickets on the IT maintenance board.
Resolving remote server alerts – disk space cleanup and HDD Failures.
Identifying Trends to Reduce the Recurrence of Technical Issues.
Maintain and Work Remote/Onsite Tickets on the IT Service Board.
New User Creations.
Troubleshoot PC Applications and OS Issues.
Remote PC Preps.
Set up MFA with End Users.
VPN Setup and Troubleshooting.
Prep and Deliver Prepped PCs to Clients.
Prep and Deliver Networking Hardware (APs, Switches, Routers, etc.).
Maintain assigned tickets on backups, IT maintenance, and IT service
boards.
Attaching, creating, and updating relevant configurations with necessary client asset information.
Attentive to all client correspondence and notifying them daily about new developments of their service request.
Working and managing your assigned tickets until resolved and acquiring help to resolve if needed (Team Supervisor Escalation).
Resolving tickets within 3 hours of total worked time and before 15 days of age.
Act as the help desk’s first escalation point.
Other duties, as assigned.

Requirements:
A high school diploma or GED equivalent is required.
Minimum of 2-4 years of experience in a help desk or IT support position.
A+ and Network+ certifications are preferred.
Knowledge of MacOS and Linux is preferred.
Proficient networking knowledge.
Proficiency in windows server.
Knowledge of cloud-based server environments (Azure, AWS, and WVD) preferred.
Working knowledge of Microsoft 365 email and Office Products.
Working knowledge of Microsoft Windows.
Excellent problem-solving/troubleshooting skills.
Self-starter with a professional demeanor.
Excellent verbal and written communication skills.
Excellent attention to detail and organizational skills.
Time management skills to complete multiple concurrent tasks and tickets in a timely manner