Helpdesk Support Technician

Southeastern-Computer-Associates,-LL; Kennesaw (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

Southeastern Computer Associates, LLC, based in Kennesaw, Georgia, is seeking a Helpdesk/IT Support Technician to join our on-site team. The role focuses on networking, hosted/cloud solutions, data backup, and remote access support for clients.

Responsibilities include design and implementation of WAN/LAN, VPN, virtualization, and MS/Google core apps, with time tracking in PSA; strong communication with clients is essential for incident updates and outages.

Qualifications

• Experience providing helpdesk and desktop support to clients
• Ability to troubleshoot Windows Server, Exchange, SQL, and SharePoint issues
• Familiarity with virtualization (VMware) and cloud: Azure / MS 365

Responsibilities

• Design, implement, and support network connectivity (WAN/LAN)
• Provide hosted and cloud solution design and support
• Manage data backup and disaster recovery solutions
• Handle IT issues relating to Microsoft and Google core apps
• Support Windows Server, Exchange, SQL, SharePoint environments
• Support virtualization (VMware, Microsoft) environments
• Design and support remote access (VPN, Terminal Services)
• Document client systems and processes in PSA/RMM
• Communicate incident progress and outages to clients
• Enter time/expenses in PSA and track tasks
• Develop knowledge of SCA service catalog and client needs
• Stay up-to-date with emerging technologies and improve client satisfaction

Skills

Helpdesk Support

Desktop Support

IT Support Technician

MSP

Customer communication

Tools

Windows Server

Exchange

SQL

SharePoint

VMware

Microsoft Azure

MS 365

PSA

RMM

Job description

Southeastern Computer Associates, LLC, Kennesaw, GA, US

2 days ago Requisition ID: 1154

Salary Range: $45,000.00 To $65,000.00 Annually

Position is located in Kennesaw, Georgia. No remote work opportunities.

Helpdesk Support, Desktop Support, IT Support Technician, MSP, IT Company, Help Desk, Server Support

Design, implementation, and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

Design, implementation, and support of hosted and cloud solutions for clients using technologies that meet their requirements.

Design, implementation, and support of data backup solutions and of disaster recovery solutions.

IT support relating to technical issues involving Microsoft's and Google’s core business applications, as well as virtual environments built on Microsoft Azure, MS 365, and Google Chrome

Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

Support services for virtualization technologies: VMware, Microsoft.

Remote access solution design, implementation, and support: VPN, Terminal Services

Use of the remote monitoring and management (RMM) and professional services automation (PSA) systems: track tasks assigned, enter time, communicate w clients, update agent scripts, document client systems, and respond to support requests

Documentation of devices, systems, processes, procedures, and maintenance for client computer systems and network infrastructure

Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Ability to work independently as well as in a team environment.

Ability to communicate effectively.

Escalate service or project issues that cannot be completed within agreed service levels.

Communicate to clients: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

Maintain specific knowledge of the client and how IT relates to their business strategy and goals.

Document and maintain internal processes and procedures related to duties and responsibilities.

Responsible for entering time and expenses in PSA as they occur.

Understand processes in PSA, RMM, and other internal systems

Work through assigned tickets in PSA

Work through a daily schedule in PSA that has been established through the dispatch process.

Account for all time, billable and non-billable time thru ticketing system.

Develop in-depth knowledge of the SCA's service catalog and how it relates to client’s needs.

Remain up-to-date with current and future technologies emerging in the industry.

Improve client service, perception, and satisfaction.

Perform all work and make all decision based on SCA's core values and Count on Us philosophy