New Charter Technologies
L2 Help Desk Support Engineer
New Charter Technologies, Glen Allen, Virginia, United States, 23060
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 Day
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
Monitor Site24x7, Meraki, and ConnectWise Automate 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
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 Dispatcher and Service Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently
Escalate service requests that require additional levels of support
Responsible for entering time and expenses in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials in the ConnectWise University
Enter all work as service tickets into ConnectWise
Knowledge, Skills and/or Abilities Required
Advanced understanding of operating systems, business applications, printing systems, and network systems
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Cisco CCNA, VMware VCP or CompTIA
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
Service awareness of all organization’s key IT services for which support is being provided
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
HIPAA Training and Certification (provided by us!)
Salary, Benefits & Culture
Salary: Starting at $50,000 a year, depending on experience
Generous 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 understanding
We strongly believe (and expect) that everyone is a leader
We are highly engaged in our culture & the mission of our clients
At 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.
#J-18808-Ljbffr
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 Day
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
Monitor Site24x7, Meraki, and ConnectWise Automate 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
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 Dispatcher and Service Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently
Escalate service requests that require additional levels of support
Responsible for entering time and expenses in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials in the ConnectWise University
Enter all work as service tickets into ConnectWise
Knowledge, Skills and/or Abilities Required
Advanced understanding of operating systems, business applications, printing systems, and network systems
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Cisco CCNA, VMware VCP or CompTIA
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
Service awareness of all organization’s key IT services for which support is being provided
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
HIPAA Training and Certification (provided by us!)
Salary, Benefits & Culture
Salary: Starting at $50,000 a year, depending on experience
Generous 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 understanding
We strongly believe (and expect) that everyone is a leader
We are highly engaged in our culture & the mission of our clients
At 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.
#J-18808-Ljbffr