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Service Desk Technician
Ref No.: 17-03917
Location: New York, New York
Position Type:Contract to hire
Pay Rate : $ 20.00 - 25.00 /Hour
Service Desk Tech II
Available Shift 1:00pm – 10:00pm Tuesday – Saturday (could change)

Service Desk Tech II is responsible for maximizing the efficiency and effectiveness of
our remote management and monitoring platform Kaseya. This position is responsible for
maintaining the design and integrity of customer's IT systems, along with implementing projects.
As an experienced tech resource on the service desk team, you will regularly work with those
with less experience and take on more advanced tasks such as more escalations from engineers.

IT support relating to technical issues involving Microsoft's core business applications, as
well as virtual environments built on Citrix, Microsoft, and VMware
 Support services for Microsoft related technologies: Windows Server, Exchange, O365
 Work with Senior Engineers to implement system solutions for customers using
technologies that meet their needs
 Knowledge of Technical services and support at the network level: WAN and
LAN connectivity, routers, firewalls, and security
 Remote access solution implementation and support: VPN, Terminal Services, and Citrix
 Communication with customers as required: keeping them informed of incident
progress, notifying them of impending changes or agreed outages
 Additional responsibilities as assigned by your manager, such as being our primary patch
technician Additional Duties and Responsibilities

Improve customer service, perception, and satisfaction
 Ability to work in a team and communicate effectively
 Escalate service or project issues that cannot be completed within agreed service levels
 Business awareness: specific knowledge of the customer and how IT relates to their
business strategy and goals
 Develop in‐depth knowledge of the service catalog and how it relates to customer's
 Document internal processes and procedures related to duties and responsibilities
 Responsible for entering time and expenses in ConnectWise as it occurs
 Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

Third Party Applications Not Accepted