Service Desk Technician

MIS Choice, Inc.; Mount Prospect (IL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Company provided lunches

Beer fridge

Company events

Job summary

MIS Choice, Inc. is seeking a Service Desk Technician responsible for delivering both remote and onsite help-desk support to end users. The ideal candidate will have professional IT certifications and strong interpersonal skills to manage technical issues effectively and ensure customer satisfaction.

The role involves supporting Microsoft applications and implementing disaster recovery solutions. The Technician will work in a dynamic environment where self-motivation and the ability to adapt to changes are essential.

Qualifications

• Professional IT Certifications, such as Microsoft MCP or MCSA, Citrix CCA, Cisco CENT, or VMware VCP.
• Interpersonal skills including active listening and customer-care.
• Ability to diagnose technical issues.
• Self-motivated with the ability to work in a fast moving environment.

Responsibilities

• Provide remote and onsite help-desk support to end users.
• Support Microsoft’s core applications and virtual environments.
• Implement and support disaster recovery solutions.
• Conduct communication with customers regarding incident progress and outages.

Skills

Professional IT Certifications

Interpersonal skills

Diagnosis skills

Multi-tasking

Technical awareness

Service awareness

Understanding of support tools

Typing skills

Self-motivated

Education

Professional IT Certifications (e.g., MCP, MCSA)

Job description

Looking for a fast paced, technology focused career with a path for advancement? Thrive in an environment that fosters personal and professional growth with great perks like company provided lunches, beer fridge, company events and more?

MIS Choice is a leading IT Solutions provider based in the Chicagoland area that offers national and global reach to our customers. MIS provides cutting edge solutions to our clients in the areas of full IT outsourcing, professional services, hosting, and customized application development.

Job Description

MIS is seeking a Service Desk Technician who is responsible for providing remote and onsite help-desk support to end users.

Essential Duties and Responsibilities

• IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support disaster recovery solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix
• System documentation to include system reviews and recommendations
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as it occurs
• Work through a daily schedule in ConnectWise that has been established through the dispatch process
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Qualifications

Knowledge and Skills Required:

• Professional IT Certifications, such as: Microsoft MCP or MCSA, Citrix CCA, Cisco CENT, or VMware VCP
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• 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
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Additional Information

All your information will be kept confidential according to EEO guidelines.