About the job

RESPONSIBILITIES

Support and administration

•   Work the Help Desk queue: new users, account changes and customer-direct requests, with clear notes and accurate time entries in ConnectWise.

•   Process new, replacement and bulk badge requests, and add, change or deactivate cardholder access.

Security systems and monitoring

•   Troubleshoot offline cameras, handle licensing and video archive requests, and program, stage and install equipment; escalate to field technicians when needed.

•   Respond to network, RMM and camera-health alerts, advise customers on power-cycling equipment, and perform routine patching of desktops, servers and network devices.

•   Other tasks as assigned

QUALIFICATIONS

•   1-3 years in IT help desk, desktop support or a similar customer-facing technical role.

•   Working knowledge of cloud productivity-suite administration, desktop operating systems and basic networking.

•   Mac experience preferred.

•   Experience with a ticketing/PSA tool (ConnectWise preferred); RMM experience is a plus.

•   Clear written and verbal communication with non-technical customers.

•   Able to manage about 12 mostly short tickets a week across several queues, with careful, accurate handling of access and identity requests.

Nice to have

•   Experience with network, access control and camera platforms; industry certifications such as A+ / Network+ or cloud productivity-suite administration.

Compensation and Benefits

·      Health, dental, and vision coverage

·      401(k)

·      Paid time off and paid holidays