Your Way IT Solutions
IT Service Desk- Field Technician
Your Way IT Solutions, Upper Marlboro, Maryland, us, 20792
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.
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
Tier 2-3 Service Desk/Field Technician to provide
remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Washington, DC metro area
(50-75% in the field) , after-hours and/or weekend work as needed to meet client needs.Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of timeManage and follow daily schedule of dispatched tickets and projectsInstallation and Configuration of network devices (Switches, Firewalls, Wireless Access Points 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 processesMeet Key Performance Indicators (KPIs) and MetricsManage client expectationsIdentify patterns and issues in our process and delivery and provide recommendations for improvement and automationIdentify and offer potential solutions for recurring issuesMaintain internal and client documentationEscalate tickets to other service delivery areas as neededQualifications
At least 5+ years in a service desk or help desk roleExperience with CISCO networking devicesDetail orientedStrong organization skillsStrong troubleshooting skillsA broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)Microsoft 365 and Google Workplace AdministrationExperience working in a high-paced service desk/help desk environmentExperience in MSP environment preferredMust have reliable transportationAdditional Information
All your information will be kept confidential according to EEO guidelinesMust have a clean background no exceptions, background check will be performedWork is performed in a fast-paced Information Technology environmentThe interview process will be 1st round phone screen and 2nd round on-site interviewAble to lift 50 poundsApplications will be reviewed on a rolling basis.
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.
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
Tier 2-3 Service Desk/Field Technician to provide
remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Washington, DC metro area
(50-75% in the field) , after-hours and/or weekend work as needed to meet client needs.Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of timeManage and follow daily schedule of dispatched tickets and projectsInstallation and Configuration of network devices (Switches, Firewalls, Wireless Access Points 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 processesMeet Key Performance Indicators (KPIs) and MetricsManage client expectationsIdentify patterns and issues in our process and delivery and provide recommendations for improvement and automationIdentify and offer potential solutions for recurring issuesMaintain internal and client documentationEscalate tickets to other service delivery areas as neededQualifications
At least 5+ years in a service desk or help desk roleExperience with CISCO networking devicesDetail orientedStrong organization skillsStrong troubleshooting skillsA broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)Microsoft 365 and Google Workplace AdministrationExperience working in a high-paced service desk/help desk environmentExperience in MSP environment preferredMust have reliable transportationAdditional Information
All your information will be kept confidential according to EEO guidelinesMust have a clean background no exceptions, background check will be performedWork is performed in a fast-paced Information Technology environmentThe interview process will be 1st round phone screen and 2nd round on-site interviewAble to lift 50 poundsApplications will be reviewed on a rolling basis.