IT SERVICE DESK TECHNICIAN

Your Way It Solutions, Llc

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Job Description

The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Service Desk Technician to handle Tier 1-Tier 3 service desk support for small and medium scale enterprise business networks, both remotely and on-site.This position requires occasional travel to client sites within the Washington, DC metro area, after-hours and/or weekend work to meet client needs.

Roles & Responsibilities

  • Resolve 90-95% of tickets generated from clients, alarms, internally etc. Within a set period of time.
  • Manage and follow daily schedule of dispatched tickets and projects.
  • Installation and configuration of network devices (switches, firewalls, wireless access points installation and configuration of network devices (switches, firewalls, wireless access points etc.)etc.).
  • Administration and troubleshooting physical and virtual servers (dns, dhcp, ad, azure ad, group policy etc.).
  • Administration and troubleshooting of cloud solutions (microsoft/office 365, google workplace etc.).
  • Follow itil/iso based processes.
  • Meet key performance indicators (kpis) and metrics.
  • Manage client expectations.
  • Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation.
  • Identify and offer potential solutions for recurring issues.
  • Maintain internal and client documentation.
  • Escalate tickets to other service delivery areas as needed.

Qualifications

  • At least 5+ years in a service desk or help desk role.
  • Experience with cisco networking devices.
  • Detail oriented.
  • Strong organization skills.
  • Strong troubleshooting skills.
  • Broad range of technology experience (servers, desktop, printer, security, cloud services, networking equipment etc.).
  • Microsoft 365 and google workplace administration.
  • Experience working in a high paced service desk/help desk environment.
  • Experience in msp environment preferred.

Additional Information

Company Description

Your Way IT Solutions (YWITS) is a leading Managed Services Provider (MSP) applying a customer and process-based focus towards IT Support and consulting. Our clients range from commercial businesses and non-profits to government agencies in the Washington, DC Metropolitan Area.

Additional Information
All your information will be kept confidential according to EEO guidelines
Must have a clean background no exceptions, background check will be performed
Work is performed in a fast-paced Information Technology environment
The interview process will be 1st round phone screen, online skills/aptitude test and 2nd round on-site interview
Able to lift 50 pounds
Applications will be reviewed on a rolling basis

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