L2 Help Desk Support Engineer

Strategic Solutions delivers high-touch, value-rich technology services and is laser focused on helping companies successfully drive their businesses! With unparalleled expertise and credentials in healthcare, as well as legal, finance, and other industries, SSVA is the most experienced, locally-based provider of IT Consulting, Technology Delivery, and Managed Services in the Mid-Atlantic region.We are looking for a talented Service Delivery Technician to join our team! The Service Technician is responsible for handling initial support of service requests. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.Responsibilities / Typical Day to DayIT Support relating to technical issues involving Microsoft’s core business applications and operating systemsSupport of disaster recovery solutionsBasic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and securityBasic remote access solution implementation and support: VPN, Terminal Services, and CitrixMonitor Site24x7, Meraki, and ConnectWise Automate system alerts and notifications, and respond accordingly through service ticketsSystem documentation maintenance and review in ConnectWiseCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesAdditional Duties and ResponsibilitiesImprove customer service, perception, and satisfactionFast turnaround of customer requestsAbility to work in a team and communicate effectivelyWork with the Service Dispatcher and Service Manager to ensure requests are routed to the proper resource to be resolved quickly and efficientlyEscalate service requests that require additional levels of supportResponsible for entering time and expenses in ConnectWise as it occursUnderstand processes in ConnectWise by completing assigned training materials in the ConnectWise UniversityEnter all work as service tickets into ConnectWiseKnowledge, Skills and/or Abilities RequiredAdvanced understanding of operating systems, business applications, printing systems, and network systemsProfessional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Cisco CCNA, VMware VCP or CompTIAInterpersonal skills: such as telephony skills, communication skills, active listening, and customer-careDiagnosis skills of technical issuesAbility to multi-task and adapt to changes quicklyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization’s key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast-moving environmentHIPAA Training and Certification (provided by us!)Salary, Benefits & CultureSalary: Starting at $50,000 a year, depending on experienceGenerous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions, Pet Insurance & paid time off program!SSVA Core Values:We listen for the purpose of true understandingWe strongly believe (and expect) that everyone is a leaderWe are highly engaged in our culture & the mission of our clientsAt Strategic, we are passionate about the fact that our clients are our neighbors and if they succeed, we succeed. We are committed to helping causes that are near and dear to the hearts of our employees, clients, neighbors, and the communities of Virginia & North Carolina.

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