Help Desk & Inside Technician

On January 31st, 2017, posted in: Ontech News by Comments Off on Help Desk & Inside Technician

IT support tech jobsPosition: Help Desk & Inside Technician
Job Location:
Menomonee Falls, Milwaukee, WI
Start Date: Immediate
Employment Term: Regular
Employment Type:   Full Time, 40 hours/week
Work Hours (i.e. shift): 8am – 5pm
Starting Salary Range: $28,000 – $36,000 p/yr

Required Education:  Certification or Vocational
Required Experience:  1-3 years

Salary/Benefit Notes: Salary commensurate with qualifications and experience. Profit sharing opportunity by invite based on productivity and merit. Benefits include company matched retirement plan, health, dental, life and disability insurance, yearly company retreats, flexible, friendly, team environment, paid time off, paid holidays, ongoing training, company outings and team-building activities.

Join our team!  Ontech is seeking a qualified, motivated individual to add to our talented consulting group. As an Inside Technician, focusing on Help Desk services, you will work directly with our small and mid-size business clients assisting with troubleshooting and maintaining a wide variety of network hardware and licensing solutions, managed services, cloud services and projects.  Qualified individuals will not only have technical expertise and a strong background with direct customer interaction, but will also possess a high level of organizational, communication, and customer service skills.  A high level of professionalism is expected.  Must be a team player!

At Ontech, customer satisfaction is paramount.  Customer service begins and ends with our staff.  We believe that, while IT can be a demanding field, it is important that our employees maintain a healthy balance of work versus leisure and family time.  Ontech provides a flexible, team-oriented environment with regular company outings and team-building activities.

Work is performed during normal business hours, Monday – Friday 8am to 5pm.

Responsibilities: 

Technical Support Tasks

  • Respond to customer and NOC support requests received via telephone, email, chat and/or ticket
  • Respond to customers via telephone, email/ticket to establish contact, set priority, establish next steps
  • Actively review open/overdue tickets and pro-actively reach out to technicians. Proactive reach out starts with phone call to technician
  • Address items as needed either by addressing on own or escalating
  • Assist in monitoring and managing Alerts Mailbox
  • Help remediate failed backup notifications
  • Assist in monitoring virus alerts and ensure proper steps are taken to cleanup infections or make exceptions
  • Aid in Ticket System Queue Management
  • Update ticket with notes for primary techs
  • Assist with completing overdue tickets with primary technician
  • Work on open RMM tickets as needed
  • Assist with customer passwords reset request and user setups
  • Assist with PC setup and configuration (in office) to assist technical consultants
  • Provide basic PC Troubleshooting assistance
  • Configure mail clients (Outlook/Phone/Other)
  • Virus/PUP remediation
  • General Slow performance
  • Correct failed domain trust relationship
  • Printer connection support
  • Basic firewall configuration changes
  • Software Restriction policy assistance when installing software
  • Assist in monitoring RMM portal under direction of Cloud Services Manager
  • Monitoring patching
  • Monitor outage reports
  • Assist in adding additional monitoring to existing RMM clients (SNMP, PING, etc.)
  • Daily meeting with Technical Service Manager

Additional Tasks

  • Assist with conversions and new setups, communicate changes to customer, primary tech, and sales team
  • Meet and work with Cloud Services Manager to ensure success for cloud based clients
  • Helpdesk assistance
  • Notification Setup, Assign Reports and Alerts
  • Participation in Technical Staff Meetings

Preferred qualifications: Network support experience with applications such as Office 365, Microsoft Office Suite 2003 thru 2016, Apple/MAC iOS support, Android Support, Windows XP thru Windows 10, Network Antivirus support & troubleshooting, PC setup

Additional experience/abilities: Strong verbal and written communication skills – Strong organizational and time management skills – Ability to work independently  – Must be able to work effectively in a team environment – Strong analytical skills

Ontech is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. Ontech believes that diversity leads to strength.

apply now

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