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Support Desk Specialist

Job Summary

Kazmarek Technology Solutions is looking for a Support Desk Specialist to join our growing team.  This is a fast-paced environment that requires multi-tasking as you work on and respond to incoming and existing tickets. Technicians receive customer service requests via phone, e-mail, or our ticket portal to perform remote technical support for customers’ IT networks, servers, and desktop & laptop systems. Technician is responsible to attempt resolution of any ticket and escalate tickets they are not able to complete themselves, or contact vendors for support to complete tickets as necessary. Technician will also contribute to our knowledgebase to maintain customer documentation and troubleshooting steps. Technician will also be required to further education through reading, research activities, and certifications. 

 Ideal Candidate:

  • Strong computer hardware, software, and network troubleshooting skills (primarily Windows environments) 
  • Has a passion for computers and technology, and a desire to help other
  • Is comfortable meeting and speaking to new people 
  • Excellent listening skills to understand client IT problems 
  • Excellent time management and organization skills, works well under pressure 
  • Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution 
  • Has a high attention to detail, works well with others, and can follow instructions, SOPs, etc. 

Essential Functions:

  • Provide remote and occasional onsite IT technical support to client end users with the highest quality in customer service 
  • Create and process all customer service requests to resolve client issues in a timely fashion 
  • Perform onsite technical support and system installation at client sites as needed 
  • Utilize research tools for reviewing client documentation as needed in support activities 
  • Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting 
  • Thoroughly document all client support services and troubleshooting on support tickets with items such as specific steps taken to resolve & troubleshoot issues 
  • Complete technical support projects and tasks as assigned by manager 
  • Perform timely follow up activities with clients by email or phone to verify success of support activities when client was unavailable for review at the time of service, for example after hour service 
  • Attend company meetings as required 

Knowledge & Experience:

  • Minimum 2-4 years experience working for a Managed Services Provider and/or working for an IT consulting firm 
  • Experience with Support Desk Ticketing systems (AutoTask, ConnectWise, Kayako, Remedy, etc.) 
  • Excellent problem–solving skills to be able to efficiently work client issues to resolution using your knowledge, experience, system documentation, vendor support, and online resources 
  • Technology – Windows Servers, Active Directory, DHCP, DNS, FTP, VPN, TCP/IP, Remote Desktop, Terminal Services, SonicWALL, Office365, Google Apps, Domain Management, MS Office Suite, network topology, network printers, scanners, hardware and software installation, OS installation 

Expectations & Schedule

This position is Monday through Friday: 8:00am – 5:00pm; with some weekend support shifts.

Key Performance Indicators (KPIs): 

  • Meet SLA response times 
  • 80% of work hours to be billable time 
  • Complete 80% of tickets independently 
  • Complete 50% support tickets in < 1 hour 

Customer service and professionalism is a must! Strong candidates will demonstrate: attention to detail, strong communications skills, ability to quickly grasp concepts and execute on them, likable personality, dedication to company goals, and the ability to communicate with clients in non-technical terms. This is a great opportunity to learn and grow with a leading technology firm, and have some fun along the way. 


To Apply for the Support Desk Specialist Position please email your resume to [email protected]

Kazmarek Technology Solutions (KTS) is a San Diego based MSP/Systems Integration firm that excels in providing technology and business solutions without losing sight of customer service and business ethics. The KTS team is dedicated to keeping up-to-date with the latest technologies and offers the best solutions for small and mid-sized businesses that are looking to maximize efficiencies within their on-premises, SaaS based, and cloud hosted environments. 

Testimonials

Testimonials

“We’re building a solid IT foundation to be able to go where we need to be for growth and success. I couldn’t be more pleased with KTS’s performance and progress on our IT Projects.”

Shawn Ellis, CFO Custom Logos

Testimonials

“Both company email migrations have were completed without a problem. Thanks to your team both transitions went smooth.Everyone with your group are both knowledgeable and professional, and you should be proud of the organization you are building.”

John Sonnen, IT & Security Director Child Safety Network

Testimonials

“We have been using KTS for our IT support for about a year now, and we are very pleased with the service we have received. Chris has been our first line person, and has been able to resolve issues quickly, and often remotely, which helps reduce costs. Our staff has really appreciated his fast response and resolution to the issues that have come up. We have also appreciated that there are other folks at KTS who can fill in if Chris is out. Thanks to all!”

Suzy Halleland, Executive Administrator Village Church

Testimonials

“I think you know we have been very happy with your service and are very grateful to have been referred to you guys. But on a more personal note, I want you to know that Kevin in your office has provided a service for us that is way over the top.”

Jeff Golumbuk, CEO Custom Logos

Testimonials

“I just wanted to thank you and your staff for the excellent service and work provided by KTS.  It has been night and day compared to our old third party IT consultant.”
Nick Walters, VP Project Management West Coast General Corp.

Testimonials

“I wanted to let you know that I am absolutely delighted with the service we have received from you and your team so far. I know we put you in a tough position with such short notice of having to jump in and take over, and we really appreciated that. But there are many other reasons as well. First, I’m so glad they discovered the hard drive problem right away, as that could have caused us a huge issue as you well know. Second, everyone that I’ve had the pleasure to work wi… Read more
Jo Barsa, CPA Barsa & Company

Testimonials

“Kazmarek is fantastic!  I’ve used every size of IT company over the past 20 years and Kazmarek is by far superior to all I’ve used.  We are extremely happy with their service and expertise.  One of the things I like most about them is that they have engineers available to respond to our prioritized needs but they also wanted to give us the best customer service possible so they went above and beyond and put in place an escalation plan so that if I feel the response time i… Read more
Marisa Janine-Page, Partner Caldarelli Hejmanowski Page & Leer LLP

Testimonials

“I have thoroughly enjoyed working with the Kazmarek team through the years! They are responsive and have a great team to work with, whether it’s day-to-day IT needs or special projects. ”
KC Martin, HR Director Full Swing Golf

Testimonials

“As a local San Diego business, we were looking to partner with another local business after our IT needs just weren’t being met with a nationwide provider. We could not be happier with our decision since KTS has been very swift, attentive, and collaborative with our IT needs over the past three years. Their engineers, support desk, and managers are patient and able to effectively communicate issues and solutions to a layperson which speaks volumes about their hiring and customer… Read more
Carrie Lamb, Project Manager Chuao Chocolatier

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