Job Summary:

As a Service Desk Technician II, you will play a crucial role in providing technical support and assistance to our diverse client base. You will be on our inbound call team addressing IT issues, troubleshooting problems, and ensuring seamless operations for our clients. As an MSP (Managed Service Provider), time management and customer service skills are key components to this job. You will be talking to multiple clients per day about a variety of issues. This is a fantastic opportunity for a skilled and customer-oriented professional to contribute to the success of our clients while advancing their own career in the IT field.

Essential Duties and Responsibilities:

Provide professional technical support to customers via email, phone, remote connection, and onsite related to computer systems, software, hardware, and networking.
Triage customer issues as they are reported in our ticketing system and incoming support calls.
Manage time between daily tasks and customer needs/timelines.
Enter time in ticketing system for client billing and internal tracking daily.
Respond to queries either in person or over the phone.
Proficient troubleshooting skills and able to explain troubleshooting steps to clients.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Assist or install computer peripherals for users.
Follow up with customers to ensure the issue has been resolved.
Gain feedback from customers about computer usage and recommend new solutions if necessary.
Able to identify common issues and think about ways to prevent those in the future.
Escalate issues to Management immediately if they require additional time, expertise and/or equipment.
Document new processes and update existing documentation as needed.
Attend weekly department and bi-monthly company meetings.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).

Secondary Duties:

Perform other duties as required and assigned.
Performs backup duties for Peers when necessary.

Knowledge, Skills, and Abilities

Exemplifies K&E Consulting’s core values.

Customer First: We prioritize the needs of our customers, ensuring their satisfaction and success.
Compassion: We approach every interaction with empathy and understanding, fostering a supportive environment.
Growth-Oriented: We are committed to continuous improvement, learning, and development both professionally and personally.
People Smart/Values Tech: We recognize the importance of emotional intelligence and effective communication while leveraging technology to enhance our services and operational efficiency.
Demonstrates good oral and written communication skills, including the ability to communicate technical information to non-technical people.
Ability to work independently, but also as a strong supportive team member.
Ability to handle frequent pressures, including demanding client contact, meeting time deadlines, and multitasking.
Maintains confidentiality of all Confidential Information of clients and of the company.
Helps with training newly hired employees and cross-training existing employees.

Education, Experience, and Requirements

Minimum 2-year degree in Computer Science/Networking and 3-5 years equivalent work experience
Proven experience in a help desk or technical support role, preferably with an MSP (Managed Service Provider).
Strong knowledge of Microsoft Windows operating systems, Active Directory, and Office 365 administration.
Familiarity with networking concepts, firewalls, and security protocols.
Knowledge of Hyper-V, VMWare, FortiGate, SonicWALL, and Ubiquiti is preferred.
Excellent troubleshooting and problem-solving skills.
Exceptional customer service and communication skills.
Be able to communicate technical information to non-technical people so they can understand.
Ability to train new employees and cross-train existing employees.
Ability to handle frequent pressures, including client communication demands, deadlines, and multitasking.
Relevant certifications from Microsoft and CompTIA are a plus.

Working Conditions and Physical Demands

While performing the duties of this job, the employee must be able to:

Perform work in an office or home office setting during standard business hours. Travel by car within the metro area to go to client offices. Participate in after-hours work/projects (nights/weekends) as needed.
Sit or stand for extended periods of time on a regular basis. Regularly required to reach, handle, feel, and operate a computer, keyboard, mouse, telephone and other office equipment.
See, hear, talk and perform tasks requiring manual dexterity; kneeling, standing, walking, crouching, stooping, kneeling, reaching and other similar physical activities on a regular basis. Ability to effectively speak, read, and write English, and write routine correspondence. Effectively present information in one-on-one and small group situations.
Lift and/or move up to 10 pounds on a regular basis. Lift and/or move up to 25 pounds frequently. Lift and/or move up to 75 pounds occasionally.

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

401(k)
Health insurance
Paid time off
Tuition reimbursement

Education:

Associate (Required)

Experience:

MSP (Managed Service Provider): 3 years (Required)

Language:

English (Required)

Work Location: In person

K & E Consulting, Inc.

Latest Jobs

Level 2 Service Engineer