IT Support / Level I-II Help Desk Technician - Total Networks

Total Networks is looking for an energetic person with a passion for helping clients solve problems and a strong phone personality to grow our team. This is a fast-paced job focused on clear communication, quick response, and proactive focus on valuing our clients' time. You will be working with a collaborative team in our Phoenix office and have access to resources for escalations.

Job Description:

The IT Support Technician is responsible for handling support service requests. This relates to all technology, including: workstations, servers, printers, networks, and vendor-specific hardware and software.

Basic Functions:

• Help desk support answering client phone and email requests
• IT Support relating to technical issues involving Microsoft's core business applications and operating systems
• Support for client-specific applications including cloud-based services
• Support of disaster recovery solutions including backups, verifications, and file restorations.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Remote Gateways, Terminal Services, and Citrix
• System documentation creation, maintenance, and review
• PC setup/preparation for deployment

Additional Duties and Responsibilities:

• Maintain a high level of customer service, perception, and satisfaction
• Fast response and resolution of customer requests
• Ability to work in a team and communicate effectively
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require on-site or advanced 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

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 verbal and written communication, active listening and empathy
• Diagnosis skills of technical issues
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of recommended 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

Educational/Vocational/Previous Experience Recommendations:

• 1 year of IT or related experience.
• Professional IT Certifications, such as Microsoft MCP, Comptia A+, CCNA, CISSP

Benefits:

• Competitive wages based on experience and qualifications
• Medical, dental, vision, life, STD, LTD plans
• Generous PTO plan
• Performance-based incentives
• Full on-the-job training & support
• Fun working environment and culture
• Great opportunity for advancement

About Total Networks:

Total Networks is a full-service information technology consulting firm for professional clients in Phoenix, Arizona. We provide complete outsourced IT support for small and medium-sized firms or we act as senior technology consultants to larger firms with in-house IT staff. We have a collaborative culture that focuses on relationships with our clients and colleagues. Regular, proactive communication and planning is a key factor that distinguishes Total Networks. We are a steadily growing company with a highly scalable team-based business model. Our approach supports our continued growth while maintaining close, personal relationships with our clients and career paths for our employees. We are family-owned and offer competitive benefits and a generous bonus plan.

If you think you've got what it takes to be part of the IT team for high-profile clients in Phoenix, we'd love to hear from you!