Help Desk Specialist
Summary
| Title: | Help Desk Specialist |
|---|---|
| ID: | 1005 |
| Department: | Client Services |
Description
Are you eager to pursue an IT career? Looking to gain real hands-on experience to go with your certs and degrees? Vann Data has what you are looking for. We are seeking to add a Level I help desk tech to work along our team of IT professionals - supporting local businesses in all facets of technology. Beyond giving excellent client support, you'll gain valuable experience with servers, firewalls, VOIP phone systems and surveillance. Everyday is different and you'll learn more here than you can imagine, and our team is the best around.
Vann Data is a progressive 45 year old professional technology Services Company serving small and medium businesses in the Central Florida area. Our focus is to provide on-site and remote IT support along with a full complement of technology services.
As our client base grows, we are looking for Help Desk Specialists who are responsible for handling first level support of service requests. This relates to all technology, including workstations, servers, printers, networks and vendor specific software. Duties include basic technical support at the network level, basic remote access solution implementation and support and escalation of issues that require engineer level support.
ESSENTIAL DUTIES AND RESPONSIBILITIES: (Other duties may be assigned)
Vann Data is a progressive 45 year old professional technology Services Company serving small and medium businesses in the Central Florida area. Our focus is to provide on-site and remote IT support along with a full complement of technology services.
As our client base grows, we are looking for Help Desk Specialists who are responsible for handling first level support of service requests. This relates to all technology, including workstations, servers, printers, networks and vendor specific software. Duties include basic technical support at the network level, basic remote access solution implementation and support and escalation of issues that require engineer level support.
ESSENTIAL DUTIES AND RESPONSIBILITIES: (Other duties may be assigned)
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems focusing on windows desktops, Office 365 cloud services, and Microsoft Office products.
- Basic technical support at the network level: WAN and LAN connectivity and first line troubleshooting services
- Work with managed services solutions, monitor backups, resolve issues related to managed services, and escalate issues appropriately if required.
- Serves as liaison between the NOC and Vann Data to ensure quality of service and SLAs are met.
- Basic remote access solution implementation and support.
- System documentation maintenance and review in our ticketing system.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Pursue opportunities for improving client network infrastructure whenever possible; engage management team to develop strategy and plan for improvements.
- Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Escalate service requests that require administrator/engineer level support.
- Responsible for entering time and expenses in our ticketing system as they occur.
- Enter all work as service tickets in our ticketing system.
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
- Routinely participate in the training/certification programs provided by the company
- Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
- Culture – This is a critical component. As an employee, we expect you to conduct yourself in a manner that reinforces the core values and mission of Vann Data
PREFERRED QUALIFICATIONS
- Team Player
- Excellent Customer Service
- Open to change and Flexible
- Excellent Communication Skills
- Energetic and Self Motivated
- Fast Learner
- Solid Technical Foundation and Troubleshooting Skills
- Technical Certifications always a plus
Vann Data Core Values
Do the Right Thing – always behave with integrity, honesty and perseverance.
Put Your Heart in Your Work – work with passion and determination.
Take Responsibility – taking ownership of your actions, embrace accountability.
Build Trusting Relationships - our goal is to have solid, strong relationships with every client.
Strive for Improvement – Never be satisfied with status quo, but continuously seek to improve and better our clients, our company and ourselves.
Put Your Heart in Your Work – work with passion and determination.
Take Responsibility – taking ownership of your actions, embrace accountability.
Build Trusting Relationships - our goal is to have solid, strong relationships with every client.
Strive for Improvement – Never be satisfied with status quo, but continuously seek to improve and better our clients, our company and ourselves.
Our Mission
Our Mission is to provide the highest quality technology based consultation and services to the businesses within our community. We strive to create partnerships by providing competent technology leadership, timely response, quality technical service, and by working closely with our customers to ensure they have the right solution for their success.
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