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IT Support/ Help Desk Technician

Company Overview

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 continuous 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.

Job Summary

The IT Support Technician is responsible for handling support service requests by phone, email and the ticketing system.  This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. 

Responsibilities and Duties

  • 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
  • Monitor RMM system alerts and notifications, and respond accordingly through service tickets
  • System documentation creation, maintenance, and review
  • 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

Qualifications and Skills

  • 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

Compensation, Benefits and Perks

  • $16-$20/hour plus bonus plan depending on experience
  • Benefits include health care and dental insurance, vision insurance, paid time off, retirement savings plans, and professional development
  • We have a fun office atmosphere with treadmill desk, social game room, free snacks, and company paid lunches on Fridays
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