Support Desk Technician

Job Description Support Desk/NOC TechnicianWe are a fast-growing Managed Service Provider in the DC area looking for experienced Support Desk Technicians to join our team. We are a small company with a diverse staff, a unique culture promoting teamwork and customer service, who specialize in aligning technology with the business needs of our customers.The ideal candidate has 3-5 years of tier II or higher technical experience, and a proven track record of excellent customer service. We are looking for somebody who is organized and enthusiastic about implementing our process to create a successful, efficient environment for our customers to operate. Salary + Benefit InformationHealth, Vision, and Dental plans401k + Company Match2 Weeks Paid VacationCertification & Training programs Primary ResponsibilitiesProvide excellent customer service and desktop support to the end user’s satisfactionWork with teammates to maintain or exceed appropriate desktop support standards to various sets of enterprise-level clientsProvide technical assistance and support for incoming tickets (reactive) received through the ticketing system (ConnectWise) or over the phone.Meet or exceed baseline metrics for reactive supportCarry out & document troubleshooting steps to resolve problems.Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN),VPN and other systems.Document internal procedures and processes, and create “how-to” write-ups and upload on the internal documentation tool.Assist with onboarding of new users remotely.Remote setup of new/old PCs and deployment for our clients using standard hardware, images, and software.Help end-users configure email on their smartphones.Active Directory and Exchange/Office365 troubleshooting/add/changes on clients’ servers.Be available for the After-hour On-Call schedules including 1 weekend every 8 weeks. Key CompetenciesSoft Skills – Organization and effective communication are critical.Teamwork, Customer Service, and an innate desire for constant improvement.Technical Skills – the applicant should have at least the below certifications:Network+MCPIdeally seeking applicants with one of the following:CCNAMCSAFamiliarity with ConnectWise or comparable ticketing systemAbility to troubleshoot/support Mac/Apple productsExperience supporting with Microsoft Office 365Please respond to this ad with a cover letter, your resume, and your favorite joke to be considered forthe position.Company DescriptionSysArc is a leading IT Managed Services and Cyber Security Services Provider, we have been helping our clients manage their IT to unleash the value in their organization for 20 years. We were recognized as among the 25 top places to work in the DC area, our commitment to our employees and our customers is our top priority!Company DescriptionSysArc is a leading IT Managed Services and Cyber Security Services Provider, we have been helping our clients manage their IT to unleash the value in their organization for 20 years. We were recognized as among the 25 top places to work in the DC area, our commitment to our employees and our customers is our top priority!