EDTS - Fort Wayne, IN
posted 6 days ago
About the position
Corsica Technologies is consistently recognized as one of the top managed IT and cybersecurity providers, helping organizations leverage technology as a competitive business advantage. Our integrated services protect companies and enable them to succeed. As our mission states, we are a key catalyst in protecting organizations, empowering their employees, and enabling their technology to gain a competitive business advantage so they can thrive. Our team is focused on hiring the right people, in the right jobs, to help us continue to grow and move forward in creating a new level of service in the IT industry. Do you have what it takes to join the team? With decades of combined experience in our space, our leadership team thrives on helping their clients solve their most complex IT challenges. The purpose of the Service Desk Technician 1 is to provide client-centered, efficient, and effective level 1 remote support to Corsica clients. The Service Desk Technician 1 helps minimize downtime and the impact of disruptions in client IT environments by providing rapid effective response to reported issues with an emphasis on issues reported via phone. Further, the Service Desk Technician 1 plays a critical role in building client trust by serving as a primary client interface in the reporting and resolution of client technical issues.
Responsibilities
- Receive, classify, and triage incidents and simple requests. Emphasis on Inbound Call Handling.
- Troubleshoot and resolve incidents to return service to clients as quickly as possible.
- Implement low risk, well-understood changes that are requested by end-users.
- Follow standard operating procedures as documented in the Knowledge Management System.
- Work with the team and escalate as needed with the assistance of management.
- Stay up to date on the latest technologies through ongoing education.
- Maintain and update system documentation and event records.
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 system hardware, software, and operating systems.
- Must have intermediate experience with Active Directory and Group Policy administration.
- Must have basic experience with cloud solutions such as Office 365 and Google Apps.
- Must have basic experience with networking concepts such as TCP/IP, DNS, and DHCP.
Nice-to-haves
- Experience with switches, firewalls, and advanced infrastructure.
- Experience with cloud-based data-centers such as Azure and AWS.
- Experience with server applications such as SQL Server and RDS.
- Experience with voice technologies and phone systems.
Benefits
- 401K
- Medical, Dental, Vision
- Health Savings Account
- Life Insurance
- Short and Long-Term Disability
- PTO plus Paid Holidays
- Training and development opportunities
- Educational assistance
- EAP services that include free counseling services for employee and family
- Adoption assistance
- Commuter benefits
