Level 1 Technician

Job Description

The Level 1 Technician & systems admin role is responsible for responding to and resolving first level
end-user service requests. Timely resolution and client satisfaction are the top priorities of this position.
A pleasant phone demeanor and the ability to quickly troubleshoot problems, identify the issue, and
implement solutions that resolve the issue are the primary requirements for this job.

Required Experience and Knowledge:
Must possess a minimum of the following industry certifications
CompTIA A+
Basic Helpdesk troubleshooting

Skills / Requirements

Essential Duties & Responsibilities:

• Answer incoming phone calls to the help desk with a pleasant greeting and a true desire to help
• Create service tickets in ConnectWise based on the issue reported by the client
• Work assigned tickets from the reactive support service boards
• Follow troubleshooting best practices to determine the root cause of the issue
• Utilize remote access tools to resolve issues in a timely manner with proper communication back
to the client
• Onsite support & remediation when required
• Escalate tickets to Level 2 support after 45 minutes with no clear path to resolution
• Review email alerts, event logs & monitored boards for reactive actionable items
• Assist Level 2/3 engineers with Information gathering, analysis, and various project tasks
• Perform common administrative tasks (i.e. setup new users, password resets, install software,
printer management, email issues, etc.)
• Prep new machines for onsite delivery & configuration
• Update the Status of the ticket through all stages of ticket resolution
• Time must be entered on the ticket and the correct Status set before moving on to the next ticket
• Review the status of all assigned open tickets at the end of each day and follow-up on past due
tickets for resolution
• Enter time on ConnectWise tickets as it occurs, and timesheets are submitted on a weekly basis
• Expense reports are entered and submitted on a monthly basis
• Complete assigned training and blueprints on ConnectWise University
• Complete training assignments on selected tools and technologies
• Regular and predictable attendance
• The ability to complete an assigned task in a safe manner and in a constant state of alertness
• The ability to get along with co-workers, customers and other employees
• Upholds company policies, including the prevention of harassment
• Responsible for entering time and expenses in PSA tool as it occurs
• Understand processes in PSA tool by completing assigned training materials and blueprints on the
ConnectWise University
• Enter all work as service tickets into PSA tool

Additonal Skills Necessary For Position

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.

• Basic computer and operating system knowledge
• Basic understanding of business applications, printing systems, and network systems
• Basic network connectivity support & troubleshooting
• Basic knowledge of Active Directory users & computers
• Client email configuration, support & troubleshooting for workstations and mobile devices
• Malware cleanup & remediation
• A+ and Network+ certifications
• Interpersonal skills: telephony skills, communication skills, active listening, and client care
• Excellent verbal communications – listens & repeats back for clarification
• Communicates in an understanding & clear manner, adapts tone & style to the individual
• Must not be easily frustrated or put-off by clients who are stressed or do not know enough
• Ability to work as a team with effective internal communications
• Ability to multi-task and adapt to changes quickly
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment