Service Desk Technician 2 at Saalex Solutions, Inc in Eureka, California

Job Description:

Job Summary:

This Service Desk Technician (II) position is responsible for maintaining high-quality white-glove IT services and support for our Clients/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:

Responds to tickets and requests for assistance with the Client's network, servers, and computer systems.

Provides escalation support for higher level ticket resolution.

Identify problems, troubleshoot and implement resolutions to assist customers.

Assesses network and system performance as assigned by the Service Coordinator to resolve network problems and offers technical assistance to user.

Perform service pack, hot fix and security updates to servers, workstations, printers, network hardware such as routers, switches and firewalls.

Configure and manage more complex solutions to meet the client's organizational needs. Consists of but not limited to: email, mobile devices, Windows operating systems, ISP architecture, Wireless Internet access, etc.

Utilize and maintain the ticketing and CRM system (ConnectWise)

Meets required performance metrics and utilization targets

Qualifications;

CompTia Project+ or Network+, or Microsoft MCP(Active and Current)

Above Basic Comprehension of Network Setups and Configurations

At least 2 - 3 years of experience working in IT, preferably with an IT service team

Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)

CRM Experience (ConnectWise, etc) a plus

Pathway to Higher Credential or Certification, within 2 years. (i.e. MCITP, MCP, CCNA, etc)

Historically Clean Motor Vehicle Driving Record, and the ability to maintain a Clean Driving Record

Skills & Knowledge:

Positive attitude, towards people and problems

Ability to self-start, work independently and achieve high standards to meet multiple deadlines

Explicitly proficient communicator, including writing, speaking, editing, proofreading and computer skills

Above-par working capacity, to work in small and large projects with great attention to detail.

Work effectively with staff in a team-oriented environment with a positive, can-do attitude.

Adept in developing and maintaining strong relationships with management, staff, vendors and clients.

Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.

Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.

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, et.al.)

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.

Disclaimer:

*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.

Learn more at www.valeonetworks.com.