Service Desk Technician

SUCCESS; Chicago (IL); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician (Level 2) to be the first line of defense for client issues. This role involves providing technical support, managing service requests, and ensuring customer satisfaction through effective communication. The ideal candidate will thrive in a fast-paced environment, possess strong problem-solving skills, and have a solid understanding of networking and IT support practices. The company values work-life balance and offers a hybrid work environment, making it an exciting opportunity for those looking to grow in their IT careers.

Benefits

Competitive salary and bonus structure

Wellness programs

Professional development opportunities

Qualifications

• 1-2 years of experience in IT Support with networking basics.
• Strong written and verbal communication skills are essential.

Responsibilities

• Answer calls and tickets from clients and provide initial support.
• Document service requests and ensure customer satisfaction.

Skills

Customer Service

Technical Support

Communication Skills

Time Management

Problem Solving

Attention to Detail

Education

Associates or Technical degree in Computer Engineering

Tools

ConnectWise

Windows OS

Office365

Job description

Position: Service Desk Technician (Level 2)

Location: Buffalo, NY

Job Id: 430

# of Openings: 2

JOB SUMMARY
The Service Desk Technician will serve as the first line of defense for many of the issues our clients experience. Users who contact our support number will be connected with one of these individuals to receive help with their problems or to have the problem escalated when necessary. The Service Desk will also help with day-to-day tasks in the office as they will typically be a constant presence there.

This role will require broad knowledge of our standard network engineering practices as well as learning specific knowledge for our clients to better help to serve each of them when the need arises. Customer service will be an important feature of this position as the Service Desk will typically be the first interaction a user may have with our company. Communication skills as well as technical skills will be the key components of this position.

KEY RESPONSIBILITIES

• Answer calls and tickets submitted from clients through our various communication channels, including via phone and email.
• Provide initial support for all calls and tickets received. If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly.
• Collaborate with team members and escalate issues appropriately.
• Update/create tickets detailing any troubleshooting steps taken to ensure the problem can be picked up and put down by other team members if necessary.
• Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome.
• Document client-specific information as needed to enable secured but easy access for future, related issues.
• Intake of packages and deliveries received to the office. Enter the information for each delivery into ConnectWise under the relevant client and mark that package for pickup by the engineer.
• May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed.

KEY COMPETENCIES

Customer Focus

• Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
• Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.
• Identify gaps in documentation and processes to enhance efficiency and service delivery.

Attention to Detail

• Accurately manage and document service requests, ensuring proper tracking and resolution.

Time Management

• Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.

QUALIFICATIONS

Required:

• Associates or Technical degree in Computer Engineering or equivalent work experience.
• 1-2 years of experience in IT Support including knowledge of networking basics, Windows desktop environments, Windows OS, and Office365.
• Experience in a customer service environment.
• Ability to use deductive reasoning to troubleshoot problems and resolve the issues using IT knowledge.
• Ability to learn and track down information needed to resolve new problems as they occur.
• Strong written and verbal communication skills.
• Time management skills, and the ability to prioritize multiple concurrent issues.
• The ability to work independently but also be a team player.
• Thriving in a fast-paced environment. Performing well under pressure.
• Being a fast learner, who can keep up with changing trends in a rapidly-evolving industry.

WORK ENVIRONMENT + BENEFITS

Netrio (formerly PCA Technology Group) offers a hybrid work environment, prioritizing work-life balance, continuous learning, and a supportive team culture. We invest in our people by providing comprehensive benefits, including:

• Competitive salary and bonus structure.
• Wellness programs and professional development opportunities.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.