Service Desk Technician 3 at Saalex Solutions, Inc in Phoenix, Arizona

Posted in Other 9 days ago.

Job Description:

Job Summary:

The Service Desk Technician (III) is responsible for the installation, configuration, maintenance, operations and security of administrative and supported-client information systems, including file servers, networked data storage, application software, data communication devices and disaster recovery utilities for our Clients and Customers. Our goal is to deliver best-of-breed technical and non-technical support with outstanding customer service and timeliness. This position is part of the Managed Services team, candidates must be passionate about technology, highly skilled at providing amazing customer service, and thrive in high-demand and diverse working environments.

Key Responsibilities:

Configure and maintain servers, server operating systems, networked data storage, network application software and data communications devices

Diagnose and resolve problems and concerns associated with implemented information systems, network software applications and peripheral devices reported by academic and administrative users

Works with Service Desk Technician I and II for top-tier escalation

Works with the Professional Services as assigned, to assist with project implementations

Advise the Service Desk Manager and Lead Service Coordinator of technical issues with clients and work to resolve with vendors

Acquire and maintain the requisite technical skills to perform systems management and network operations activities in support of customer systems

Develop and maintain operational, procedural and informational documentation for enterprise information systems, implemented security measures and disaster recovery procedures

Perform assigned responsibilities, duties, and tasks according to established practices, procedures, techniques, and standards in a safe manner and with minimal supervision

Utilize and maintain the ticketing and CRM system (ConnectWise)

Meets required performance metrics and utilization targets


Minimum four (4) years' experience with Windows platforms - Active Directory, Microsoft Windows and Windows Server, Microsoft Exchange, Microsoft 365,

Minimum four (4) years' experience of network infrastructure support

Minimum four (4) years' experience with server hardware and virtualization platforms

Have multiple certifications or equivalent experience, high aptitude level. The following certifications are preferred: Microsoft Azure, Amazon AWS, MCSA/MCITP, CCNA/CCDA, Project+, Network+, Security+

Skills & Knowledge:

Basic computer and operating system knowledge

Interpersonal skills: such as telephony skills, communication skills, active listening and client-care

Ability to multi-task and adapt to changes quickly

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of all organization's key IT services for which support is being provided

Understanding of 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

Work Environment Expectations:

Work in this environment is considered medium physical work requiring the exertion of up to forty (40) pounds of force occasionally and up to twenty (20) pounds of force frequently, and up to 10 pounds of force constantly to move objects.

Must be able to:

Walk, lift, reach, stoop, sit, squat, bend, stand, grasp, balance, climb, kneel, crouch and type for extended periods of time up to 10 hours.

Prepare, read, comprehend and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence in all languages required by the job.

Speak to individuals or groups of people with poise, voice control, confidence and professional integrity.

Respond adequately to inquiries or complaints.

Write using standard convention in all languages required by the job.

Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.

Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.

Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required (telephone,

Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently.

Deal with people beyond giving and receiving instructions maintaining effective working relationships.

Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations.

Be sensitive to cultural differences among individuals and groups of persons.

Safely operate a motor vehicle.

Operate/use a variety of job specific office machines and other office equipment.

Manage multiple high priority initiatives in a fast paced, highly technical environment.

Successfully perform the planning, directing, reporting and administrative responsibilities of this position.

*This is a full time position - Overtime may be required to handle emergencies, heavy workloads or other issues*


The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all employees within this class.

Valeo Networks, the commercial Information Technology division of Saalex Corporation, is a full-service nationwide Managed Security Service Provider (MSSP) that serves State, County, Municipal (SCM) markets; small-to-medium businesses (SMBs); and non-profit organizations.

Firmly seated in the top 10% of revenue generating MSSPs nationwide-making it one of the largest MSSPs nationally-Valeo Networks provides solutions in the areas of cybersecurity, compliance, cloud, network infrastructure, and managed IT services.

With over 20 years of industry experience, Valeo Networks is headquartered in Rockledge, FL with additional locations in Arizona, California, and Oregon.

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