General Summary
The Dedicated Client Support Technician is responsible for handling first and second level, and onsite support of service requests for a specific group of clients. This relates to all technology including, but not limited to, workstations, servers, printers, networks, and vendor specific hardware and software
Essential Duties And Responsibilities
- Act as Regional Service Manager to handle the following items for a specific group of clients:
- Coordinate all remote/on-site work
- Maintain a consistent schedule to rotate through client sites
- Conduct routine, proactive equipment checks during client site visits
- Resolve 75% of all service tickets without escalation
- Handle all on-site project tasks as needed
- Work to reduce all on-site travel to Move/Add/Change and Device Repair requests as much as possible
- Update documentation as required
- Improve customer service, perception, and satisfaction for all clients
- Be available to respond to after hours and weekend emergencies for all clients
Additional Duties And Responsibilities
- Technical support at the network level: LAN/WAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, Terminal Services, etc.
- Cloud Systems support including VMware, Hyper-V, 2X, MokaFive, and other solutions
- Network Administration – Active Directory, Data Management (Folder Redirection), and Microsoft Best Practices
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or planned outages/maintenance
- IT Support relating to technical issues involving Microsoft, Apple, and Linux core business applications and operating systems
- Fast and accurate turnaround of customer requests
- Ability to work in a team and communicate effectively
- Responsible for entering time and expenses in ConnectWise (PSA) as it occurs
Desired Skills And Experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Experience with LabTech (RMM), ConnectWise (PSA), and ITGlue service-management software a plus
- Advanced understanding of operating systems, business applications, medical and/or dental practice management software, printing systems, network systems, and virtualization software and systems
- Interpersonal skills such as telephony skills, communication skills, active listening, and customer care
- Diagnostic skills of technical issues
- 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
- Self-motivation with the ability to work in a fast-moving environment
- Industry Certifications preferred
About The Company
GeeksHD is a Managed Service Provider for or to businesses that are looking to increase efficiency and profitability. We expect our employees to abide by our 5 core values which we consider our Company Culture Cornerstones. They are:
- Be a person of good character
- Deliver a “Wow” experience to all clients
- Pursue personal and professional growth
- Create a fun environment
- 100% Teamwork, Always