Service Desk Intern

Department: Service and Support Reports to: RS Supervisor

Position Overview

The Service Desk Technician position’s primarily responsibility is to provide first level support to BLUEROCK clients. Additionally this position will perform routine network systems maintenance. Work items range from desktop support to routine network administration.

Key Tasks and Responsibilities

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
System documentation maintenance and review in Connectwise
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Support Queue

Accept cases from the support queue
Remotely assist clients with support needs
Clearly communicate status on problems as well as resolution
Exceed SLA guarantees to BLUEROCK clients
Clearly document all tasks
Maintain high customer satisfaction

Computer Repair and Maintenance

Virus/Malware issues
Network scanning/printers
Desktop application and operating system management

Installation, Configuration and Troubleshooting

Network connectivity

Wired
Wireless
DHCP

Smartphone management

Active sync
Blackberry enterprise Server management

New user setup

iPhone, iPad, Android systems

End user email management

Email bounce back troubleshooting
SPAM services
Webmail

User management

Microsoft Active Directory and Exchange

Add Move Change
Network file permissions
Create distribution lists

Backups

Management of customer backup software
Remote Backup Solution
Local Backup Solutions
Restore files

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require engineer level support
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 into Connectwise

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Two-year degree, or active pursuit of a two-year degree
MCP certification in desktop Operating System software required within the first three months of employment.
CompTIA A+ certification required within the first three months of employment.
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
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
Troubleshooting fundamentals

Ability to break problems down and use a logical process of elimination

Ability to follow complex detailed instructions to accomplish more complex tasks. Example: Desktop Deployment Guide

Culture

To perform the job successfully, an individual should demonstrate the following competencies:

Business Ethics - Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethically, and upholds organizational values.
Communications - Expresses thoughts clearly in written form, articulates verbal thoughts understandably, demonstrates active listening skills, comprehends information heard, uses appropriate communication methods, and keeps others informed.
Conflict Resolution - Maintains calm under pressure, encourages respectful dialogue, confronts difficult situations without bias, acts within realistic timeframe for resolution, and resolves conflicts through fair negotiation.
Consistency - Follows through as promised, confirms people know each other's expectations, arrives to and completes meetings on time, meets with direct reports in-person regularly, and changes decisions rarely.
Cost Consciousness - Saves money without lowering quality of service, performs within approved budget, conserves company and customer resources, develops profitable new revenue streams, and identifies new ways to lower costs.
Teamwork - Contributes to a positive team effort, balances team and individual responsibilities, listens attentively and openly to others' views, gives and sincerely accepts feedback, helps the team stay focused on key objectives, resolves team conflict before it escalates, and places the team's success above own interests.

Interested?

If you are interested in exploring an opportunity with us, fill in the form below and attach your résumé.