Helpdesk Support Technician

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

Job summary

Southeastern Computer Associates, LLC in Kennesaw, GA is seeking an IT Support Technician to provide on-site helpdesk and network support. The role covers WAN/LAN design, cloud solutions, and security, with emphasis on Microsoft and Google environments and VMware virtualization.

You will work with PSA/RMM tools and document client systems and processes. Responsibilities include incident management, client communications, and maintaining service quality while aligning IT with client goals.

Qualifications

• Experience providing IT helpdesk and desktop support to business clients.
• Familiarity with MSP environments and service delivery models.
• Ability to communicate technical concepts to non-technical clients.

Responsibilities

• 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 Microsoft and Google core business applications, and virtual environments built on Azure, MS 365, and Google Chrome
• Support services for Microsoft 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 RMM and PSA systems: track tasks, enter time, communicate with clients, update scripts, document client systems
• Documentation of devices, systems, processes, procedures, and maintenance for client systems and network infrastructure
• Communication with clients: informing of incident progress, impending changes or outages
• Work independently and in a team; escalate issues within SLAs
• Maintain knowledge of client business goals and IT alignment
• Document and maintain internal processes; enter time/expenses in PSA
• Understand processes in PSA, RMM, and other internal systems; work through tickets and daily schedules
• Develop in-depth knowledge of SCA service catalog and client needs; stay current with technologies

Skills

Helpdesk

Desktop Support

IT Support

MSP

Client communication

Tools

PSA

RMM

Job description

Southeastern Computer Associates, LLC, Kennesaw, GA, US

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

Required

Always Active

Functional

Functional

Analytics

Analytics

Advertising

Advertising