Desktop Support

Job Description

About the jobIf you are great at Desktop Support, at an intermediate level (Level I) who: Lives in the greater Upper Valley region of VT and NH; Has the minimum of 18 months actual hands-on experience as Desktop Support; Loves solving IT issues, Enjoys helping people; Thrives working on an agile and collaborative 4-person team; Enjoys finding solutions to network and systems problems to help the small guys win; and Wants to continue to grow, then keep reading.About All-Access Infotech (AAIT):We are a small but mighty team of skilled network engineers who are on a mission to help protect and serve small businesses of the Upper Valley region of VT and NH from cyberattacks, catastrophic IT events, and chronic technology issues. Since 2008, our small business supports almost 1500 people with various services, projects, and consulting. AAIT has been their IT partner on speed-dial. We help small-medium businesses in the Upper Valley area integrate technology with a strategic vision to help them move their business forward and keep their IT in touch with tomorrow. We pride ourselves on being casual, efficient, and fun while our team works very well together. Our office is a bullpen-style environment, ideally designed for team building and collaboration. Our continued success depends on adding quality people to our company who uniquely understand how to thrive working for a small business.About Unique You:You can succeed without micromanagement and possess a strong ability to solve problems without a need for much guidance. You have a natural technical aptitude for fixing things. You are naturally self-motivated, multi-task while keeping your cool, stay highly organized in your documentation, and know what to prioritize and triage during multiple critical events. You can?t wait to work in an office environment again and no longer work from home. If there were an award, you would win ?Microsoft 365 Guru of the Year.?About the Duties of this Opportunity:The Desktop Support Agent is the first contact for all technical support service requests. These are requests for support for technical issues involving desktop and laptop applications, network services, hardware, remote access, permissions and security, printing, wireless connectivity, and mobile device support. You would be responsible for inbound calls, escalations, and technical questions. You will provide technical coaching and training to clients as the environments and technologies change.More details:* Coordinates, diagnoses, and troubleshoots incoming phone calls, emails, and tickets, for a wide variety of clients and industries. * Resolves Level 1 issues. * Elevates complex and high-priority problems they cannot solve to the appropriate support group for resolution. (i.e., Engineering, Management, 3rd Party Support, etc.). * Diagnoses and troubleshoots end-user desktop application issues and provides appropriate solutions. * Follows up with end-users to provide status updates as per service level agreement (SLAs). * Performs account management and maintenance for various applications and systems (i.e., creates or modifies user accounts and permissions, performs password resets, updates contact information, updates distribution lists and client records, etc.) * Communicates with customers at all levels of technical and non-technical skills sets * Follows all standard operating procedures (SOP) through the effective use of available documentation and policies. * Works collaboratively with people across the organization. * Supports for PCs, laptops, printers, cell phones, tablets, etc. * Supports end-users in supported applications such as Microsoft Office, ERP, CRM, VPN, MDM, Microsoft 365, Firewalls, Adobe, Autodesk, and Bluebeam. * Minimum of 18 months experience working in an IT Service Desk / Inbound Call Center Environment. * Experience using Ticketing tools for managing and tracking incidents. * By Day 30 on the job, you are fully capable of answering calls and resolving issues. * Must have extreme attention to detail and accuracy for time entry and ticket documentation. * Ability to communicate professionally and effectively in English, both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and end-users. * Ability to type accurately at least 40 wpm. * Understands Empathy and shows understanding in customer support, operations, and processes. * Working knowledge of Windows 10/11 operating systems, basic networking, desktop, and laptop hardware, computer peripherals, printers, wireless access, and basic security concepts is required. * Working knowledge of Microsoft 365 Business including Microsoft Office, OneDrive, Teams, and SharePoint 365. * Proven analytical/cognitive skills to troubleshoot complex and technical problems. * Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality. * Demonstrated capability and desire to achieve results under pressure in a fast-paced, client-driven environment. * Strong desire to serve customers and resolve issues. * Basic knowledge of ITIL and SLAs. * You can show up on-site in the AAIT office every working day. (No remote or telecommuting flexibility for the first 180 days of starting with AAIT.) * You promptly arrive at the office by 8:00 am, ready to assist with inbound calls and issues. * You review the Ticket Board for any notices, updates, outages, or alerts, as well as the Change Requests for any conditions that may impact users and prompt tickets. * High volumes of calls and tickets requiring communication, patience, and prioritization, ensuring that all documentation is updated correctly and accurately. * Multi-tasking to resolve issues both proactively and reactively, following best practices and company procedures. * Escalating calls as needed to third-party vendors such as Dell, Lenovo, Microsoft, PAX8, S1, QuickBooks, Adobe, Autodesk, etc., and tracking the updates and coordinating resolution with third-party support. * Coordinating with the Operations Manager for any procurement requests from the client or recommendations you have made. * Coordinating logistics for on-site escalated assistance and getting scheduled with Engineering when required. * Taking a paid break from the Service Desk to sign into Web-Based Training and Certification prep courses for skills development and career growth. * Reviewing all tickets and incidents from the day, advising of any issues or problems, and ensuring all documentation is up to date and ticket statuses are accurate. * Head home to enjoy the fulfillment of a successful day and focus on your home life and mental health, leaving work behind until your next scheduled shift. - You find this job post and think you are a great fit. - You put together a powerful cover letter and resume that express how great you are. (Without a cover letter, your application will not be considered.) - If we find what you submit interesting, we will set up a phone interview with a member of our Team for a non-technical interview. - If our Team Member is impressed by the phone conversation, we will email your first online assessment. - If you show your expertise in this test, we will have you come into the office for a second assessment to measure your skills and customer service capabilities. - While still on-site, we will review your test. If you pass, you will remain for another hour while you interview with various Team Members in person. - Within the week of interviewing in person, we will let you know if you are still in consideration for the role, and if you are, you will revisit the office to interview with our CEO - I

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