Service Desk Technician I

Skills Required:

- Excellent English Speaking, Reading, and Comprehension
- Private and secure work area with high speed internet capable of multiple remote connections, VOIP calls, and video calls. This area should also be quiet.
- Good time management and multi-tasking skills.
- Ability to learn well on the fly and retain information.
- Hard working and motivated.
- Organized and able to keep up with ongoing documentation requirements.
- Ability to follow written, verbal, and digital directions.
- Must type at least 50WPM.
- Ability to lift 25lbs.
- Must be career oriented and results driven.
- Must have great customer service skills.
- Must have great communication skills.
- Customer service orientation
- Planning skills.
- Problem solving.
- Problem analysis.

Job Requirements:

- Maintain help desk ticketing system: Assign tickets to appropriate Tier technicians, update tickets, supply notes on tasks, and record time spent
- Communicate with clients and technicians directly to coordinate efforts and keep all parties updated.
- Assist clients for Tier 1 tickets
- Schedule and follow-up with technicians.
- Generate ticket reports and review with team members
- Generate weekly, daily, and custom statistical reports.
- Assists clients with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
- Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
- Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.
- Trains and orients staff on use of hardware and software.
- Recommends and / or performs upgrades on systems to ensure longevity. **Work with procurement staff to purchase hardware and software.**
- Assess functional needs to determine specifications for purchases.
- Order computer supplies, when necessary.
- Assist in maintaining LAN/WAN records and, as appropriate, telephone systems cable.
- Create documentation and keep existing documentation updated
- Update tickets, supply notes on tasks, and record time in STS system.
- Provide updates and check-ins with clients and the help desk.
- Respond to requests for technical assistance in person, via phone, electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise end user on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Redirect problems to appropriate resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Prepare activity reports
- Stay current with system information, changes and updates
- Office related tasks as appointed by supervisor

Expectations: This is a very diverse and rapidly changing environment. As we implement solutions for customers you will find yourself working with many technologies you might not have worked with before. It is required that you are able to succeed in this type of work place. We are a top tier MSP provider. Many of our clients are other MSPs and large companies with IT Departments. We implement the difficult solutions and resolve problems that others cannot. When working with SwiftTech you will find many opportunities, high incentives, and ability to grow your knowledge base, skill set, and yearly income must faster than most any company you could work for. For this ability to benefit yourself we require hard and diligent work ethic with the desire to succeed.

Compensation and Benefits: Hourly compensation is DOE. Benefits after 90 day trial period include the following:

- Paid vacation days
- Paid sick days
- Paid holidays
- Casual Fridays
- Continued education programs and access to technical education resources and training materials.
- Great work environment.
- Excellent opportunities to grow within and get your IT career on the fast track.

Pay: ₹60,000.00 - ₹70,000.00 per month

**Benefits**:

- Paid time off

Schedule:

- Day shift
- Monday to Friday
- Night shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- total work: 1 year (preferred)