Service Desk Technician

Aunalytics Career Center; Grand Rapids (MI); On-site; USD 38,000 - 48,000; Full time

Job summary

Aunalytics Career Center seeks an entry-level IT Support professional to provide first-line help for workstations, servers, and networks. You will document issues, manage tickets, and follow SLA guidelines to resolve incidents efficiently.

Responsibilities include disaster recovery support, basic network troubleshooting, and coordinating resources through ConnectWise. Strong communication and multitasking abilities are essential for success in a fast-paced environment.

Qualifications

• High School Diploma or equivalent required.
• Preferred Comptia A+ or Microsoft MCP certification.
• Basic computer knowledge and operating system familiarity.
• Strong communication, listening, and client-care abilities.
• Ability to multi-task and work in a fast-moving environment.

Responsibilities

• Handle Level 1 IT support for workstations, servers, printers, networks and vendor software.
• Create, document, and manage tickets to meet SLA guidelines and effective resolution.
• Support disaster recovery solutions and basic network issues (WAN/LAN).
• Coordinate internal and field resources via ConnectWise dispatch portal.
• Maintain system documentation and communicate with clients on incident progress.
• Enter time and expenses in ConnectWise and escalate as needed.
• Act as single point of contact for client service requests and ensure resource utilization.

Skills

Communication

Teamwork

Time management

Multi-tasking

Customer service

Problem solving

Active listening

Technical awareness

Education

High School Diploma

Tools

ConnectWise

Ticketing systems

SLA management

Disaster recovery tools

Job description

Position Overview:

This position is responsible for handling first level support of service requests that relates to all technology including workstations, servers, printers, networks and vendor specific hardware and software.

Essential Duties and Responsibilities:

• IT Support relating to technical issues involving Microsoft's core business applications and operating systems.
• Issue or manage ticket as Level 1 is limited to properly assess and document client issues the SLA guidelines and resolve o
• Support of disaster recovery solutions
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Ability to work in a team and communicate effectively
• System documentation maintenance and review in ConnectWise
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Act as the single point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service ticketed requests as they arrive through all intakes including direct client input
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests

Additional Duties:

• When dispatching, the goal is to attain maximum utilization of internal and field technical resources through daily dispatch of service requests.
• Improve client service, perception, and satisfaction with fast turnaround of client requests
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Supervisor
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets or projects into ConnectWise
• Document internal processes and procedures related to duties and responsibilities
• Any and all other duties qualified to be performed as may be assigned by supervision

Requirements:

• Preferred professional certifications Comptia A+ or Microsoft Certified Professional (MCP).
• High School Diploma or equivalent with proficient and accurate typing skills
• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
• Self- motivated and ability to multi-task and work in a fast-moving environment
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services