Careers

General Information

• Reports To: CEO/COO
• Work Location: Company Main Office
• Work Hours: Monday through Friday from 8:00 am to 5:00 pm CST. (Times may vary.)

Job Summary

The Technology Specialist 1 is the primary technical contact for 5K Technical Services clients seeking technical support. The technician is responsible for answering calls and e-mail messages directed to the Help Desk and providing remote and in-person support, training and assistance as directed.The work is performed under the general supervision of the CEO/COO, with technical assistance provided by the Junior Technology Specialist,TS1, TS2 or TS3 technical staff.

Duties and Responsibilities (Other duties may be assigned)

• Interact directly with the users to carry out the activities of the Help Desk and specific issues.
• Applies knowledge of hardware and software troubleshooting, research and repairs problems that are identified.
• Ability to work with a team to implement process improvements and new technologies.
• Assists in developing Help Desk reports and other documentation as requested by CEO/COO.
• Answers Help Desk calls or respond to service tickets, assisting users over the phone and on-site as required.
• Install, troubleshoot and provide detailed analysis on required next steps for new and/or existing laptop/PC or MAC hardware (component, BIOS, etc).
• Install, troubleshoot and provide detailed analysis on required next steps for new and/or existing IP phones and other mobile devices.
• Install, troubleshoot and provide detailed analysis on required next steps for new and/or existing application software (Windows OS, MS Office, etc), user account management (Active Directory - create, modify, disable, delete, etc), user Exchange email box and Outlook profile creation and management, and installation/support of other third-party software.
• TS1 will own the service ticket process by managing and keeping up with all tickets submitted, following up and resolving tickets in a timely manner. There is also the requirement to perform after-hours on-call support for urgent cases as needed.
• Assist Help Desk staff in IT implementation projects - including: PC deployment, server implementation, network upgrades, and other IT initiative.
• Improve client service, perception, and satisfaction.
• Will be responsible for talking to client on a bi-weekly basis to improve client service, perception, and satisfaction.
• Must be able to monitor and respond to RMM tool 24/7
• Must be able to participate in rotating 24/7 on-call support
• Serve as first line technical support for all technology for 5K Clients
• Provide on-site installation,support and troubleshooting for 5K Clients
• Provide file restoration and backup services for 5K Clients
• Perform minor maintenance and repair to 5K Client IT equipment
• Support staff development and training on new technology
• Install/remove programs to support instruction and proper operation of 5K Client computers
• Assist with other technology problems and equipment operations when needed
• Assist with configuration and setup of printers, projection devices, and monitors to work effectively for 5K Clients
• Assist with maintaining technology inventory for 5K Clients.
• Responsible for running, terminating, testing and troubleshooting new cabling in new or existing buildings.
• Create network Guest accounts
• Build deployment tasks for software images
• Create and manage computer images
• Assist in developing, testing and implementation of backup and disaster recovery systems.

Additional Duties and Responsibilities

• Fully implement and abide by the 5K processes and procedures for handling cases and projects.
• Create and/or update documents for ALL work performed.
• Improve usage and increase productivity of IT support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Responsible for entering all work, time and notes in service tickets in ConnectWise as it occurs.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

QUALIFICATION REQUIREMENTS

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.

Education

BS Degree in Computer Science or related field plus two (2) years of computer experience working with in an enterprise support role OR any equivalent combination of education, certification and experience.

Skills

• Valid Driver’s license with a good driving record
• Ability to use Microsoft Office suites, Outlook, ConnectWise and other necessary applications
• Excellent customer service skills
• Ability to communicate effectively and clearly in person, over the phone and/or on-site
• Ability to work independently and in a team environment when necessary
• Must be highly responsive with ability to quickly complete tasks and turn-around requests
• Communicates effectively and appropriately when dealing with other departments and/or personnel at levels up to CEO/COO.
• Demonstrates the initiative and creativity for self-development within and outside of the company.
• Strong documentation skills
• Strong organization skills
• Professional and positive attitude (working with end users and clients on a regular basis)
• Willingness to take on new tasks and explore uncharted territory in line of work
• Must have drive, ambition, and ability to constantly learn and accelerate career to higher levels
• Ability to properly manage time and projects to completion
• Requires well developed sense of strategy and timing, ability to prioritize duties independently
• Ability to interface with technical personnel in order to discuss technical issues pertaining to user related problems

Computer Skills

• Microsoft Desktop MTA	• Apple Certified Associate	• CompTIA A+
• Microsoft Desktop MCSA	• Apple Certified Support Professional	• CompTIA Net+
• Microsoft Desktop MCSE	• Cisco CCENT	• CompTIA Security+
• Microsoft Office Specialist (MOS)	• Cisco CCNA

Experience

• A minimum of three (3) years of demonstrated experience with computer desktop support in an enterprise level organization working in the support of a Windows/MAC computing environment Strong PC/Laptop hardware troubleshooting and deployment skills
• Strong software application installation/troubleshooting skills
• Understanding of intermediate networking and network troubleshooting (TCP/IP protocol, layer 1 cabling/patch panels, connectivity, and layer 2 switching concepts)
• Ability to perform intermediate network troubleshooting problems at desktop and over telephone
• Understanding of intermediate experience supporting a Microsoft Active Directory/Outlook/Office enterprise environment (medium to large office)
• 3-5 years’ experience with Microsoft Windows 7, 8 and 10; MS Office 2007, 2010 and above; MS Outlook user mailbox management, Familiarity with installing various third-party software including VPN clients
• Intermediate understanding of computers, printers, projectors, smartboards, scanners, digital and document cameras, and other IT equipment.

General Information

• Reports To: CEO/COO/GM
• Work Location: Company Main Office
• Work Hours: Monday through Friday from 8:00 am to 5:00 pm CST. (Times may vary.)
• Anticipated wage: $15-$18.00/Hr.

Job Summary

The Service Desk Administrative Assistant should be able to assist Management, Staff, and Clients by handling office tasks, providing polite and professional assistance via phone, mail, and e-mail, and generally being a helpful and positive presence in the workplace. They will also be responsible for attaining maximum utilization and prioritization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so requests can be dispatched to the appropriate resource and location. The ideal candidate must be an effective communicator, well organized and able to multitask. We are looking for an individual that will invest the time and energy to learn about our business initiatives and seek out ways to assist in support of our growth.

Service Desk Administrative Assistant Responsibilities, to include (but not limited to):

• Primary responsibility is overall staff coordination, not direct technical support.
• Act as the single point of contact to the customer for coordinating service delivery.
• Manage Autotask calendar appointments for all technical support staff to coordinate project and support work maximizing utilization.
• Pre-process service requests as they arrive through email, manual entry, or direct customer input.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Creation of service tickets for technical support staff.
• Tracks and manages location of all technical support staff to ensure timely recording of all support activities and the resolutions of issues.
• Assist in the creation and processing of estimates and orders.

Primary Objectives & Responsibilities:

• Communicate with clients and staff to effectively schedule service tickets.
• Work collaboratively with clients, support staff, and management to avoid scheduling/prioritization issues.
• Maximize schedule efficiency and effectiveness of technical support staff.
• Creates new requests from phone calls and offers technical support to resolve simple/fast requests immediately when possible/practical.
• Schedule delivered equipment or software installation based upon estimated scope of work.
• Review/prioritize outstanding support requests.
• Assign and update ticket priority levels per company standards and based upon client feedback.
• Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job.
• While managing the schedule and/or rescheduling of any activities required to resolve tickets, also review the root cause behind any resolution delays, assignment rescheduling, etc. to ensure efficient work and timely issue resolution.
• Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests.
• Ensures that ConnectWise Dispatch Portal provides an accurate reflection of work scheduled on-site, remotely, or employee out of office.
• Coordinate rescheduling as needed to accommodate urgent support requests.
• Track and monitor staff location and availability.
• Ensures that Autotask calendar accurately reflects staff disposition (such as ensuring that on-site/remote status is accurate).
• Ensures that the company on-call schedule is current with on-call assignments.
• Filing
• Generating reports
• Setting up for meetings
• Manage/coordinate mail and shipping services for the company
• Transcribing minutes from meetings
• Conducting Internet research
• Assisting with presentations
• Reordering supplies
• Making travel and scheduling arrangements, such as booking appointments, flights,cars, and making hotel and restaurant reservations
• Screening phone calls and routing callers to the appropriate party or department.
• Greet and assist visitors and maintain polite and professional communication via phone, e-mail, and mail.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Improve usage and increase productivity of support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of technical support resources and successful completion of service requests to the Service Desk Manager.
• Responsible for entering time and expenses in Autotask as they occur.
• Enter all work as service tickets in Autotask.

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.

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to work in a team and communicate effectively.
• 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 services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the need for little supervision.

Service Desk Administrative Assistant Requirements:

• Prior administrative experience.
• Excellent computer skills (specifically Microsoft Office applications)
• Attention to detail
• Desire to be proactive and create a positive experience for others
• Efficient, organized, quick learner, comfortable with various personalities and fast pace
• Strong written and verbal communication skills with an eye towards accuracy
• Ability to work independently and in a team environment
• Ability to assist with and handle confidential aspects of our business and its client-base
• Accounting knowledge and/or experience in a banking environment is a plus

Education/Experience/Other:

• High School diploma/equivalency
• 2+ Years’ experience as an Administrative/Office Assistant
• 1 year of IT or customer service experience. (Desired)
• Must pass criminal and driving background checks