Service Desk Technician (Remote)

A high school diploma or GED is required.

A minimum of 2 years of experience with various IT systems and applications.

Microsoft Active Directory, Outlook, Exchange, O365, and others

Various VPN technologies and end-user computing systems and peripherals.

Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred.

DNS knowledge and how it applies to network devices.

The Service Desk Technician will provide services and support for a wide variety of customers, including multiple subscribers to the Company’s monitoring and contract Service Desk offerings. In addition, this position will act as a customer liaison for the Service Desk team as assigned, participating in customer-facing meetings and being responsible for updating runbook documentation as required or requested.

Monitor ticketing system service boards, inbound email, and receive inbound phone calls.

Act on requests and notifications in accordance with defined procedures, which vary by client.

Self-manage assigned tasks in accordance with Service Desk guidelines.

Create and manage workflow incidents within approved ticket and monitoring solutions.