Service Desk Admin/Field Tech - Veterans Enterprise Technology Solutions
Fort Wayne, IN
About the Job
Overview:
Staffing Pros, a division of VETS Inc., is recruiting for a full-time Service Desk Administrator/Field Technician onsite in Fort Wayne, IN.
If you have additional questions not answered by the information contained within this posting, please contact our team directly at StaffingPros@vets-inc.com.
Responsibilities:Service Desk Administrator Responsibilities:
- Classify and triage escalated incidents, problems, and complex requests.
- Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.
- Troubleshoot and resolve problems reported by two or more users as quickly as possible.
- Manage the impact, risk, and implementation of complex client change requests.
- Follow standard operating procedures as documented in the Knowledge Management System.
- Assist in creating and updating knowledge articles to be used by other service desk personnel.
- Work with the team and escalate as needed with the assistance of management.
- Maintain and update system documentation and service ticket records.
- Stay up to date on the latest technologies through ongoing education.
Field Technician Responsibilities (as needed):
- Participate in the resolution of onsite incidents to return service to clients as quickly as possible.
- Participate in the resolution of onsite problems reported by two or more users.
- Participate in the onsite implementation of simple and complex client change requests.
- Follow standard operating procedures as documented in the knowledge management system.
- Work with the team and escalate incidents and service requests as needed with the assistance of management.
- Maintain and update system documentation and service ticket records.
- Stay up to date on the latest technologies through ongoing education.
Qualified candidates must meet the following job requirements:
- Able to function effectively in a high-paced environment
- Able to understand the perspective of the client in all service interactions
- Makes effective use of time and complete tasks efficiently and on time
- Able to work with a team, communicate effectively, and have high attention to detail
- Meets client and corporate expectations for attendance, quality, and performance
- Must have intermediate experience with each of the following:
- System hardware, software, and operating systems
- Cloud solutions such as Office 365 and Google Apps
- Networking concepts such as TCP/IP, DNS, and DHCP
- Active Directory and Group Policy administration
- Switches, firewalls, and advanced infrastructure
- Cloud-based data-centers such as Azure and AWS
- Server applications such as SQL Server and RDS
- Voice technologies and phone systems
- Must have advanced experience in at least one or more technical specialties
Education, Experience, and Certifications
- Must have at least a high school diploma or GED. Associate degree or better is preferred.
- A minimum of 6 years of professional ITSM experience is required. MSP experience is preferred.
- At least 2 certifications from leading vendors such as Apple, CompTIA, or Microsoft are required.
Source : Veterans Enterprise Technology Solutions