Service Desk Technician I

**Key Skills**:

- 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 have great customer service skills.
- Must have great communication skills.
- Customer service orientation
- Planning skills.
- Problem solving.
- Problem analysis.
- Motivated / Driven
- Care for others and your quality of work

**Technical Skills Desired**:

- Windows Desktop OS Systems (Windows 7, 10, 10.1, 11)
- Office 365 Administration Experience
- Remote Support Experience
- VMWare and / or HyperV Knowledge
- Experience with remote monitoring and management tools
- Experience utilizing ticketing software for tracking customer calls and issues with a high level of consideration to details and completeness of tickets.
- Knowledge and experience running any kind of backups.
- Knowledge and basic understanding of the internet, cloud, datacenter, and various components.
- Experience with Microsoft Office (2010 - O365)
- Network Troubleshooting Skills.
- Hardware Troubleshooting Skills.
- Virus Remove and Repair.
- Router and switching experience.
- Knowledge of Network Services (DNS, DHCP, RDP, etc.)
- Microsoft Office suites knowledge.
- Desktop Support
- Mobile device support and setup (Windows, Android, iOS)

**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 vendors directly to coordinate efforts and keep all parties updated.
- Assist clients for Tier 1 & 2 tickets
- Schedule and follow-up with customers and vendors.
- Generate weekly, monthly, 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.
- 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
- Other business related tasks as appointed by supervisor

**Expectations**:
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. 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.

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: ₹55,000.00 - ₹75,000.00 per month

**Benefits**:

- Paid time off

Day range:

- Monday to Friday

Shift:

- Day shift
- Night shift
- US shift

COVID-19 considerations:
work from home

**Education**: