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Help Desk Technician - systems / networking - operations job employment

City: Rhode island
Date: 07 Dec 2017
Category: Systems / Network

Job Summary

Secure Networks, a Hyannis, MA based MSP, is growing and looking to add staff to support clients in the Providence/Newport area. You would primarily work out of our office and our clients' office in those areas; however, you will be expected to train in Hyannis and occasionally support Cape Cod based clients from our Hyannis location.


The Help Desk Technician is responsible for handling first and second level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

IT Support relating to technical issues involving Microsoft's core business applications and operating systems

Support of disaster recovery solutions

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

System documentation maintenance and review in ConnectWise

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Responsibilities and Duties
Additional Duties and Responsibilities:·

Improve customer service, perception, and satisfaction

Fast turnaround of customer requests in accordance with SLAs

Ability to work in a team and individually, while communicating effectively

Escalate service requests that require Engineer level support

Responsible for entering time and expenses in ConnectWise as it occurs

Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

Enter all work as service tickets into ConnectWise

Qualifications and Skills
Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Advanced understanding of operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

Diagnosis skills of technical issues

Ability to multi-task and adapt to changes quickly

Service awareness of all organization's key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast moving environment


Paid Time Off: Secure Networks employees are eligible regular full-time employees start to accrue days after the first full month. For the first 5 years, they earn .84 days/month up to 10 days maximum. They are eligible to take vacation days after 90 days of employment. Also, all full time employees are eligible for 6 PTO days after 90 days of employment, by accrue .5 days/month

Health Insurance and Dental Insurance: Secure Networks will pay 50% of Health Insurance Plan Coverage as well as 50% of Dental Insurance Coverage

Short Term and Long Term Disability: Secure Networks will pay for short term and long term disability for each employee, after they have been here for 90 days. The short term disability will cover an employee up to 60% of their current pay check for up to 12 weeks. Long term disability will then have the same coverage for up to the employees normal retirement age. This is a no cost benefit to employees

401(k) Plan: Secure Network employees is eligible on their one year anniversary of their enrollment date, can contribute any amount with a dollar for dollar company match up to 3% of gross annual pay

Please send Resume to [email protected]
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