Graham Allen Partners
Service Desk Tech
Graham Allen Partners, South Bend, Indiana, us, 46626
Position Overview
As a Service Desk Technician, you will be on the frontlines of helping our client partners solve technical problems. You will be responsible for providing technical assistance and support related to computer systems, hardware, or software. You will respond to queries, runs diagnostic programs, isolates problems, and determine and implement solutions. You will be involved in remote troubleshooting, incident management, proactive maintenance, user training, and ensuring effective communication between clients and our company.
NOTE - this is a hybrid role with Tuesdays, Wednesdays, and Thursdays working in our South Bend office.
Essential Duties & Responsibilities:Provide Multi-Client Support :Deliver technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practicesTrack, prioritize, and document requests using a service desk ticketing systemUtilize remote desktop tools and other troubleshooting techniques to diagnose and resolve issues without being physically present at the client's siteReport significant and recurring issues to the tier-two support teamProcess desired service requests/change requests by completing necessary documentation following procedures for new users, terminated users, departmental, and organizational changesInstall, configure, and upgrade software and hardware componentsTravel to remote sites as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed)Manage Incidents : Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.Conduct Proactive Maintenance : Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiringMaintain Communication and Documentation : Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.Assist in developing technical standards and workflowsTrain end-users and prepare training materials on hardware and software useProvide guidance and training to clients on new systems, software, and best practices for IT usageUphold Service Level Agreements (SLAs) : Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfactionPreferred Skills
Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferredStrong technical knowledge of various systems, software, and hardware (including troubleshooting and setup)Experience working with active directory and ticketing systemsIT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate) a plusStrong client service and troubleshooting skillsMust be able to communicate effectively, both verbal and written, with a broad range of individuals at all levelsResourceful in getting things done, self-starter, productive working independently or collaboratively - ours is a fast-pace entrepreneurial environment with performance expectations and deadlinesInquisitiveness and an eagerness to learn new technologies and apply concepts to real world problemsRequired: Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locationsShare our values: growth, relationships, integrity, and true gritWhat's in it for You?
Opportunity to work with a rapidly expanding tech company in the booming field of data science and cloud computing, alongside some of the brightest minds in the industry.Opportunity to work with cutting-edge technology in a casual, fun environmentOpportunity to be a part of a local company committed to making a difference in our communityChance to work with a rapidly expanding tech companyFlexible schedule and paid time offFree snacks and an unlimited supply of coffeeSocial events such as happy hours, game nights, holiday parties, birthday celebrations, movie days, ice cream sundae bars, fancy coffee carts, company softball team, etc.Competitive salary and benefits package including health, vision, dental, and life insuranceSkills & Requirements QualificationsAt Aunalytics, we strive to be the technology infrastructure and primary advisors powering analytics and IT innovation for legacy businesses. We provide a spectrum of services from cloud infrastructure and IT services to advanced analytics and AI, all designed to empower businesses to harness the potential of technology and data. We provide the tools to not only help them survive, but to thrive in the data-driven future, enabling businesses to pioneer innovation while retaining their essence. We also understand that legacy businesses don't just need technology tools; they require the guidance and expertise to navigate the complexities of adopting innovation. That's why our meticulously crafted analytics and IT services go beyond software and hardware. We seamlessly integrate technology with strategic analysis, counsel, and hands-on management rooted in years of experience. Each business is unique, and our approach reflects that, ensuring a holistic solution that empowers legacy organizations to embrace innovation with confidence.
As a Service Desk Technician, you will be on the frontlines of helping our client partners solve technical problems. You will be responsible for providing technical assistance and support related to computer systems, hardware, or software. You will respond to queries, runs diagnostic programs, isolates problems, and determine and implement solutions. You will be involved in remote troubleshooting, incident management, proactive maintenance, user training, and ensuring effective communication between clients and our company.
NOTE - this is a hybrid role with Tuesdays, Wednesdays, and Thursdays working in our South Bend office.
Essential Duties & Responsibilities:Provide Multi-Client Support :Deliver technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practicesTrack, prioritize, and document requests using a service desk ticketing systemUtilize remote desktop tools and other troubleshooting techniques to diagnose and resolve issues without being physically present at the client's siteReport significant and recurring issues to the tier-two support teamProcess desired service requests/change requests by completing necessary documentation following procedures for new users, terminated users, departmental, and organizational changesInstall, configure, and upgrade software and hardware componentsTravel to remote sites as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed)Manage Incidents : Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.Conduct Proactive Maintenance : Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiringMaintain Communication and Documentation : Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.Assist in developing technical standards and workflowsTrain end-users and prepare training materials on hardware and software useProvide guidance and training to clients on new systems, software, and best practices for IT usageUphold Service Level Agreements (SLAs) : Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfactionPreferred Skills
Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferredStrong technical knowledge of various systems, software, and hardware (including troubleshooting and setup)Experience working with active directory and ticketing systemsIT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate) a plusStrong client service and troubleshooting skillsMust be able to communicate effectively, both verbal and written, with a broad range of individuals at all levelsResourceful in getting things done, self-starter, productive working independently or collaboratively - ours is a fast-pace entrepreneurial environment with performance expectations and deadlinesInquisitiveness and an eagerness to learn new technologies and apply concepts to real world problemsRequired: Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locationsShare our values: growth, relationships, integrity, and true gritWhat's in it for You?
Opportunity to work with a rapidly expanding tech company in the booming field of data science and cloud computing, alongside some of the brightest minds in the industry.Opportunity to work with cutting-edge technology in a casual, fun environmentOpportunity to be a part of a local company committed to making a difference in our communityChance to work with a rapidly expanding tech companyFlexible schedule and paid time offFree snacks and an unlimited supply of coffeeSocial events such as happy hours, game nights, holiday parties, birthday celebrations, movie days, ice cream sundae bars, fancy coffee carts, company softball team, etc.Competitive salary and benefits package including health, vision, dental, and life insuranceSkills & Requirements QualificationsAt Aunalytics, we strive to be the technology infrastructure and primary advisors powering analytics and IT innovation for legacy businesses. We provide a spectrum of services from cloud infrastructure and IT services to advanced analytics and AI, all designed to empower businesses to harness the potential of technology and data. We provide the tools to not only help them survive, but to thrive in the data-driven future, enabling businesses to pioneer innovation while retaining their essence. We also understand that legacy businesses don't just need technology tools; they require the guidance and expertise to navigate the complexities of adopting innovation. That's why our meticulously crafted analytics and IT services go beyond software and hardware. We seamlessly integrate technology with strategic analysis, counsel, and hands-on management rooted in years of experience. Each business is unique, and our approach reflects that, ensuring a holistic solution that empowers legacy organizations to embrace innovation with confidence.