Support Desk Specialist

Job Purpose

The purpose of the Support Desk Specialist is to troubleshoot and maintain computer networks for small and medium sized businesses (main client base) in and around San Diego County. The Support Desk Specialist must provide professional service to clients, pay attention to detail, be a quick learner, and have the ability to communicate with clients in non-technical terms.

Duties and Responsibilities 

Technical Support

  • Customer Service and Professionalism is a must!
  • Respond to client’s requests within a timely manner.
  • Remotely (with occasional travel) Troubleshoot and maintain computer networks based mostly on windows 2003/2008/2012 Server Platform with Active Directory for small and medium sized businesses in and around San Diego County.
  • Assist with maintaining customer documentation and troubleshooting notes.

Ticket Updates

  • Update ticket summary as they come in with proper heading/detail.
  • Update tickets with details, status updates, and schedules as needed. Provide detail for others looking into ticket to know what each ticket is regarding.
  • Escalate Tickets accordingly as needed.

PSS Reporting (monthly maintenance on servers)

  • Perform monthly PSS reports for PSA and PSS clients when assigned.

Backup Checks

  • Complete backup checks when assigned.

Qualifications

  • Experience with IT Support Desk
  • MS Windows Server 03/08/12 – Understanding of Windows Active Directory
  • Adding PCs to a Domain
  • DNS, DHCP, TCP/IP and understanding of IP routing
  • Disk/Image based/Cloud Backup solutions
  • AntiVirus applications and spyware removal
  • Network printer set up and configuration
  • Exchange 07/10/13
  • Terminal Services (RDP)
  • Wireless routers/APs
  • Mobile phones (iPhones, DROIDs, BBs)
  • Maintain customer records, service tickets and product information within CRM systems

Experience that’s a plus

  • Firewalls such as SonicWall and knowledge of setting up home-based firewalls (Linksys, Netgear, etc.)
  • ConnectWise PSA
  • Office 365 (exchange hosting)
  • IP Phones
  • Mac and Linux

Working Conditions

Office

  • Most responsibilities and tasks are expected to be performed within the KTS Office. Working from a location other than the KTS Office or a Client is permitted on occasion.

Travel

  • Work may require travel to clients at different locations other than the KTS Office, but mostly within San Diego County.

Hours

  • Work could vary from 40 – 45 hours per week and may require hours outside the normal 8am-5pm business hours.
  • Weekend Support: minimum of 2 weekend days per month volunteered is required
  • After hour emergency support: minimum of 1 week per 2 months volunteered required
  • 90 – 95% client billable (utilization) expected.

 

To Apply for the Support Desk Engineer Position please email your resume to careers@kazmarek.com.