Job Order Detail

Description

Essential Duties and Responsibilities:                                          
    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, SQL, SharePoint, etc.
    Implement and support disaster recovery solutions
    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
    System documentation to include system reviews and recommendations
    Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:
    Improve customer service, perception, and satisfaction
    Ability to work in a team and communicate effectively
    Escalate service issues that cannot be completed within agreed service levels
    Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed to outages, etc.
    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 customers needs
    Document internal processes and procedures related to duties and responsibilities
    Responsible for entering time and expenses in ConnectWise as it occurs
    Work through a daily schedule in ConnectWise that has been established through the dispatch process
    Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
    Enter all work as service tickets into ConnectWise
    Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry