<span>Service Desk Tech</span>

Aunalytics - South Bend, IN

Full-time - Entry Level

Hybrid - South Bend, IN

11-50 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As a Service Desk Technician at Aunalytics, you will play a crucial role in providing technical assistance and support to our client partners. This hybrid position involves troubleshooting computer systems, hardware, and software issues, ensuring effective communication between clients and the company, and maintaining high levels of client satisfaction through proactive maintenance and incident management.

Responsibilities

• Deliver technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client.
• Track, prioritize, and document requests using a service desk ticketing system.
• Utilize remote desktop tools and other troubleshooting techniques to diagnose and resolve issues without being physically present at the client's site.
• Report significant and recurring issues to the tier-two support team.
• Process service requests/change requests by completing necessary documentation following procedures for new users, terminated users, and departmental changes.
• Install, configure, and upgrade software and hardware components.
• Travel to remote sites as needed and on a rotational basis to provide support solutions to business needs.
• Log, categorize, prioritize, and diagnose incidents, providing workarounds where necessary and escalating complex issues to the appropriate team.
• Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation.
• Maintain communication and documentation, serving as the bridge between clients and our MSP.
• Train end-users and prepare training materials on hardware and software use.
• Uphold Service Level Agreements (SLAs) to ensure high levels of client satisfaction.

Requirements

• Experience working in a help desk/end-user/desktop support environment; MSP experience preferred.
• Strong technical knowledge of various systems, software, and hardware, including troubleshooting and setup.
• Experience working with active directory and ticketing systems.
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate) a plus.
• Strong client service and troubleshooting skills.
• Effective verbal and written communication skills with a broad range of individuals.
• Resourceful, self-starter, and productive working independently or collaboratively in a fast-paced environment.
• Inquisitiveness and eagerness to learn new technologies and apply concepts to real-world problems.
• Must possess a valid driver's license and have access to reliable transportation.

Nice-to-haves

• Experience with cloud computing technologies.
• Familiarity with data science concepts and tools.

Benefits

• Flexible schedule and paid time off.
• Free snacks and an unlimited supply of coffee.
• Social events such as happy hours, game nights, holiday parties, and birthday celebrations.
• Competitive salary and benefits package including health, vision, dental, and life insurance.