Service Desk Technician, Level 1

Jobtailor

Gold River (CA)

On-site

USD 55,000 - 70,000

Full time

5 days ago

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Job summary

Jobtailor in California is seeking an on-site IT Helpdesk Specialist to provide first-line support for client software, OS, network, and hardware issues at Gold River and nearby Sacramento. You will respond to requests via remote tools, manage tickets in ConnectWise, install servers and firewalls, and document procedures.

The role requires strong communication and ability to work independently and in a team.

Qualifications

Client on-sites are required; must live near Gold River and/or Sacramento.
Basic understanding of network setups and configurations.
Experience in IT services is a plus.
Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint).
Ability to work independently and meet multiple deadlines.
Strong written and verbal communication.
Professionalism, attention to detail and teamwork.

Responsibilities

Provide helpdesk support and resolve client problems.
Monitor and respond to helpdesk requests via remote administration tools.
Monitor the Service Desk queue and process assigned tickets.
Utilize and maintain the ConnectWise ticketing and CRM system.
Document internal procedures.
Follow SOPs for escalation procedures.
Troubleshoot Microsoft 365 and other cloud-based suites.
Provide first-level support for client software, OS, network, and hardware issues.
Meet required performance metrics and utilization targets.
Visit client sites to provide on-site technical support.
Install servers and firewalls.
Prioritize support requests.
Troubleshoot, resolve, and elevate server and networking issues as needed.
Maintain customer satisfaction and accurate documentation.

Skills

Troubleshooting

Remote Administration

Server Installation

Network Configuration

Microsoft Office Suite

Communication

Team Collaboration

Education

A+ Certification

MCP Certification

MCSE Certification

Tools

ConnectWise

IT Helpdesk Software

Remote Administration Tools

Cloud-Based Collaboration Suites

Job description

Provide helpdesk support and resolve client problems
Monitor and respond to requests received through the IT helpdesk using remote administration tools
Monitor the Service Desk queue and process assigned tickets
Utilize and maintain the ConnectWise ticketing and CRM system
Document internal procedures
Follow SOPs for escalation procedures
Troubleshoot Microsoft 365 and other cloud-based collaborative suites
Provide first-level support for client software, operating system, network, and hardware issues
Meet required performance metrics and utilization targets
Visit client sites to provide on-site technical support
Install servers and firewalls
Prioritize support requests
Troubleshoot, resolve, and elevate server and networking issues as needed
Maintain customer satisfaction and accurate documentation

Requirements

Client on-sites are required; must live near Gold River and/or Sacramento
Above basic comprehension of network setups and configurations
Previous experience working with IT services is a plus
Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
Historically clean motor vehicle driving record and ability to maintain a clean driving record
A+, MCP, and MCSE certifications are preferred but not mandatory
Ability to work independently and meet multiple deadlines
Strong written and verbal communication, editing, proofreading, and computer skills
Ability to work on small and large projects with attention to detail
Ability to work effectively in a team-oriented environment
Ability to develop and maintain relationships with management, staff, vendors, and clients
Professionalism, business judgment, tact, and diplomacy
Excellent problem-solving skills in mundane and complex situations

Core Competencies

Demonstrates expertise in providing helpdesk support, troubleshooting Microsoft 365, and managing ticketing systems like ConnectWise. Capable of maintaining high customer satisfaction while effectively resolving technical issues both remotely and on-site.

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