Service Desk Technician I /II
Safe Harbor Solutions, LLC
Oregon City, Oregon
service desk
technician
software
hardware
technical
customer service
insurance
managed services
microsoft
service desk
director
assistance
queries
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November 22, 2022
Safe Harbor Solutions, LLC
Oregon City, Oregon
FULL_TIME
$48000-55000/YEAR
JOB TITLE: Service Desk Technician I / II
SUPERVISOR: Managed Services Director
JOB SUMMARY: Responsible for providing Safe Harbor Solutions' employees, representatives, and clients with technical support and assistance while delivering exceptional customer service. Will act as a first line of contact to assist with requests related to computer systems, hardware, software, and network. Respond to customer queries in a timely manner and exercise ability to identify when queries require the need to be escalated to Tier 3 (SME) for further review and attention. Demonstrated problem solving and analytic skills required. Exemplifies in all aspects of work, Safe Harbor Solutions Culture, Professionalism, and Respect.
DUTIES AND RESPONSIBILITIES:
Assist staff and client users who experience technical problems related to computer systems, hardware, software, and Network whether on the phone, in-person, or remotely.
Utilize diagnostic techniques and problem-solving methods to diagnose and resolve technical hardware, software, and network issues.
Follow-up with clients to ensure they found a resolution, understand the outcome, and are reminded of best practices.
Maintain technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting.
Maintain detailed and accurate record of inquiries and their resolution within the Kaseya Ticketing system.
Responsible for providing customers quick resolution and excellent customer service and professionalism.
Exercise best judgement on when to redirect unresolved issues to the next level of support personnel.
Review current processes, procedures, products, and/or services to analyze efficacy.
Identify potential areas of improvements, provide recommendations for solutions or enhancements, and implement net processes, procedures, products, and/or services.
Provide support to all departments within the company, and other members of the Team.
Perform other duties as directed by the Managed Services Director.
EDUCATION AND EXPERIENCE
Bachelor's degree in Computer Science or related field is preferred.
Certifications in Microsoft, Cisco, ITIL are preferred.
1-3 Years experience in a Service Desk or Field Services roll. Managed Services environment preferred.
Project Management experience desired.
Strong working knowledge of computer systems, hardware, and software.
Experience with Microsoft Dynamics Great Plains 2018 and newer, desirable.
Excellent communication and interpersonal skills, with emphasis on customer service, written and verbal.
Comfortable using and understanding CRM and RMM software.
Demonstrated understanding of Ticketing Systems.
Other Requirements:
Open to learning new technologies.
Must be able to work independently and efficiently in fast-paced environment.
Must be flexible with hours available and be able to be a part of an on-call rotation.
Good problem-solving, analytical, and team-working skills.
Must possess excellent communication skills.
Physical Requirements: Will sit for extended periods of time. Push, pull, and lift at least 50 pounds occasionally.
Remote work schedule possible after training period. Must provide 3 professional references and agree to background check.
Job Type: Full-time
Pay: $48,000.00 - $55,000.00 per year
Benefits:
Dental insurance
Health insurance
Life insurance
Paid time off
Parental leave
Professional development assistance
Vision insurance
Experience level:
1 year
2 years
Schedule:
8 hour shift
Day shift
Monday to Friday
Weekdays
Weekend availability
COVID-19 considerations:
Face coverings are required as mandated by the state.
Application Question(s):
Are you able to work in Oregon City or Tualatin?
Do you currently hold any IT certifications?
Are you available to work between 6am-6pm, M-F?
How many years of Customer Service experience do you have?
Education:
High school or equivalent (Preferred)
Experience:
Microsoft 365: 2 years (Preferred)
Computer Troubleshooting: 2 years (Preferred)
IT Help Desk: 1 year (Preferred)
Azure: 1 year (Preferred)
Windows: 2 years (Preferred)
Work Location: One location
SUPERVISOR: Managed Services Director
JOB SUMMARY: Responsible for providing Safe Harbor Solutions' employees, representatives, and clients with technical support and assistance while delivering exceptional customer service. Will act as a first line of contact to assist with requests related to computer systems, hardware, software, and network. Respond to customer queries in a timely manner and exercise ability to identify when queries require the need to be escalated to Tier 3 (SME) for further review and attention. Demonstrated problem solving and analytic skills required. Exemplifies in all aspects of work, Safe Harbor Solutions Culture, Professionalism, and Respect.
DUTIES AND RESPONSIBILITIES:
Assist staff and client users who experience technical problems related to computer systems, hardware, software, and Network whether on the phone, in-person, or remotely.
Utilize diagnostic techniques and problem-solving methods to diagnose and resolve technical hardware, software, and network issues.
Follow-up with clients to ensure they found a resolution, understand the outcome, and are reminded of best practices.
Maintain technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting.
Maintain detailed and accurate record of inquiries and their resolution within the Kaseya Ticketing system.
Responsible for providing customers quick resolution and excellent customer service and professionalism.
Exercise best judgement on when to redirect unresolved issues to the next level of support personnel.
Review current processes, procedures, products, and/or services to analyze efficacy.
Identify potential areas of improvements, provide recommendations for solutions or enhancements, and implement net processes, procedures, products, and/or services.
Provide support to all departments within the company, and other members of the Team.
Perform other duties as directed by the Managed Services Director.
EDUCATION AND EXPERIENCE
Bachelor's degree in Computer Science or related field is preferred.
Certifications in Microsoft, Cisco, ITIL are preferred.
1-3 Years experience in a Service Desk or Field Services roll. Managed Services environment preferred.
Project Management experience desired.
Strong working knowledge of computer systems, hardware, and software.
Experience with Microsoft Dynamics Great Plains 2018 and newer, desirable.
Excellent communication and interpersonal skills, with emphasis on customer service, written and verbal.
Comfortable using and understanding CRM and RMM software.
Demonstrated understanding of Ticketing Systems.
Other Requirements:
Open to learning new technologies.
Must be able to work independently and efficiently in fast-paced environment.
Must be flexible with hours available and be able to be a part of an on-call rotation.
Good problem-solving, analytical, and team-working skills.
Must possess excellent communication skills.
Physical Requirements: Will sit for extended periods of time. Push, pull, and lift at least 50 pounds occasionally.
Remote work schedule possible after training period. Must provide 3 professional references and agree to background check.
Job Type: Full-time
Pay: $48,000.00 - $55,000.00 per year
Benefits:
Dental insurance
Health insurance
Life insurance
Paid time off
Parental leave
Professional development assistance
Vision insurance
Experience level:
1 year
2 years
Schedule:
8 hour shift
Day shift
Monday to Friday
Weekdays
Weekend availability
COVID-19 considerations:
Face coverings are required as mandated by the state.
Application Question(s):
Are you able to work in Oregon City or Tualatin?
Do you currently hold any IT certifications?
Are you available to work between 6am-6pm, M-F?
How many years of Customer Service experience do you have?
Education:
High school or equivalent (Preferred)
Experience:
Microsoft 365: 2 years (Preferred)
Computer Troubleshooting: 2 years (Preferred)
IT Help Desk: 1 year (Preferred)
Azure: 1 year (Preferred)
Windows: 2 years (Preferred)
Work Location: One location
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