Help Desk Services Technician I

Help Desk Services Technician I

The Help Desk Services Technician I is responsible for real-time 24x7 support to partners globally. This role supports partners by providing technical guidance and follow-up on customer questions or issues with the goal of first contact resolution.

Essential Duties and Responsibilities:

• Provides support to the partner teams, with a high attention to detail
• Helps partners resolve issues with desktop, laptop computers, and mobile devices
• Works through general access, connectivity, and desktop application issues
• Assigns basic administration of user accounts and groups
• Manages assigned tickets, working through and tracking issues to resolution
• Records detailed information into Service Desk ticketing system
• May act as a liaison between Partners and NOC team in India

Knowledge, Skills, and/or Abilities Required:

• Ability to perform routine situations and procedures with moderate supervision
• Excellent customer service skills
• Strong team player, ability to build positive and collaborative relationships within the ConnectWise organization
• Knowledge of Windows and Apple operating systems
• Knowledge of network and VPN basics
• Excellent English communication, written, and verbal skills
• Strong organization, problem solving, and time management skills

Educational/Vocational/Previous Experience Recommendations:

• Requires basic knowledge of job procedures and tools
• Bachelor's Degree in related field or equivalent work experience
• 1+ years of related experience
• Preferred: IT Certification (Apple, Microsoft, COMPTIA, ITIL, HDI etc.)
• Preferred: Proficiency in Active Directory

Working Conditions:

• Hybrid/Remote/On-Site depending on location
• 0 – 10% travel may be required

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.