Tier 1 Service Desk

WORK SCHEDULE

This position works during regular business hours of 8am-5pm Pacific Standard Time. Monday through Friday. Some flexibility may be allowed, as IT work may be required outside of regular business hours. Attendance to daily team meetings is required as well as bi-weekly meetings with the Service Manager. Occasionally you will be required to respond to and address urgent matters outside of typical work hours.

Roles And Responsibilities

Technical Services Team leadership support, training, insatiable passion for IT

Client-facing user support

Helpdesk escalations

Root cause analysis

Support-delivery process development

Creating and maintaining technical and process documentation

Backups/Disaster Recovery design, testing, auditing, documentation, process ownership and management

Patch-management systems implementation, process management, and documentation

IT Systems administration and management

Cybersecurity product-stack deployment and management

IT service-delivery process leadership by example, and feedback to Service Manager

Support for new client onboarding

Completing assignments within deadlines

Professional verbal and written communications, internal, and with clients

Required Professional Attributes

Customer Service attitude with empathy and patience

Self-motivated and self-managed, with the ability to work in a fast-moving environment

History of consistent/reliable attendance and strong work ethic

Deep understanding of proven and emerging IT products and trends

Commitment and drive, getting things done, especially when challenges arise

Verbal and written communications mastery

Relationship management

Organizer extraordinaire

Proficiency and aptitude learning new software applications and processes

Active listening

Typing 40+WPM

Required Technical Skills

Expert knowledge of Microsoft technologies, on-premises, and cloud

Windows Desktop enterprise management

Windows Server (2012 R2, 2016, 2019, 2022): Add, move, change, IP Networking, Active Directory, Group Policy, Remote Desktop Gateway, Hyper-V host management and configuration

Expert knowledge in Azure AD, managing compliance policies and conditional-access Policies, systems management via InTune, and PC image deployment via InTune

Expert proficiency in Microsoft365/M365 Administration, Migrations: Active Directory and Exchange Server on-premises to M365, SharePoint Admin, Policies, Migrations, Teams Admin (including voice/phone services), Microsoft Exchange Administration

Firewall management, Sonicwall, Cisco, Ubiquiti

PowerShell scripting

Various industries business applications deployment and support

Network management, monitoring, alerting, response

IT management by SLA

Backups and disaster-recovery platforms design, deployment, and management

Cybersecurity platforms deployment and management

Creating accurate, professional reports

ConnectWise Manage PSA

ConnectWise Automate RMM

PREVIOUS EXPERIENCE RECOMMENDATIONS:

A+ Certification is preferred

NET+ Certification is preferred

Microsoft Certified Desktop Support Technician (MCDST)

1+ years experience in computer network management is required