Job Title: Help Desk Engineer ( I, II, & III )
Company: Century Solutions Group, Inc.
Job Description:
We are seeking a dedicated Help Desk Engineer of various levels of expertise to join our team. The successful candidates will be responsible for understanding the unique information technology needs by developing a fully customized program to care for their IT needs to fit the business model.
Key Responsibilities:
All Levels:
The Successful candidate will be responsible for providing excellent support to clients to ensure stable operation of their systems.Provide remote support of client's computer systems, servers, desktops, and peripherals. This includes systems integration, pc and laptop troubleshooting, spyware removal and cleanup.You are responsible for installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.Provide timely and qualitative support.Required to document all configurations, problems, and resolutions in detail.Level II Additional Responsibilities:
All Level I responsibilitiesApply system analysis techniques and procedures to determine hardware, software, or system functional specifications.Troubleshoot problem areas in a timely and accurate fashion and develop solutions.Provide client end user training and assistance where required.Level III Additional Responsibilities:
All Level and II ResponsibilitiesManager daily ticket service board to ensure tickets are properly addressed and escalated. Ensure all service tickets are documented and notes are detailed and maintained in both ConnectWise and IT Glue as needed.Serve as a technical resource for department and company -wide IT solutions.Participate in "after hours, on call" monitoring and support of client systems.Maintain up to date certifications and stay abreast of the latest developments in IT technologies.Perform other duties as assigned.Performance Metrics:
All Level I:
Response to Clients IT needs in a timely manner.Accuracy of products and service needs when requests are from clients.Client satisfaction rate.Complete your weekly expense reports within the time frame. Have all of the proper receipts attached. This is a required task that is needed to be completed weekly without fail.Level II:
All Level I metrics.Ensure that all revenue generation and long-term goals are accounted for.What is the percentage of your Teams customer satisfaction.Percentage of on time arrivals to client's site.Level III:
All Level I and II metrics.Shift Hours:
Monday to Friday, 8:00 AM to 5:30 PM.
Qualifications:
Level I:
High School diploma or equivalent.Good oral and writing skills.Keen attention to detail.Professional appearance.Must be self-motivated.Hands -on and remote hardware troubleshooting experience.Level II:
All Level I qualifications.College diploma or university degree in the field of computer science and /or 3-4 years equivalent work experience.Certifications - A+ or equivalentExpert technical knowledge of networking equipment including firewalls, switches, and wireless technologies.Ability to effectively prioritize and execute tasks in a high-pressure environment.Level III:
All Level I and Level II qualificationsExtensive application support Experience withal Microsoft Products, Windows Server, Symantec Anti-Virus and BackupExec, SQL Server and Microsoft Office products.The ability to lead and help other engineers online support as a" Team Lead Role" if needed.Continuing Professional Education (CPE) Requirements:
All levels are asked to complete a minimum of 15 CPE hours per quarter to ensure continuous learning and professional development in the area of Help Desk Engineer, IT Products, equipment, or Applications.Additional Requirements:
Ability to work well in a team and independently.Strong attention to detail and organizational skills.Ability to manage multiple tasks and priorities effectively.
Benefits:
Health, Dental, Vision, 401-K, with matching, Vacation and Sick time, Paid Holidays
We offer a competitive salary and benefits package, and the opportunity to work in a dynamic and growing MSP environment. If you are a dedicated and ambitious professional seeking to make a significant impact in the IT Area of Help Desk Engineer, we would love to hear from you.
Please include your resume along with your compensation requirements.
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