Overview
Schedule
Alternate-schedule
Full-time
Career level
Senior-level
Remote
Hybrid remote
Job Description
Job Description
The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Tier 2-3 Service Desk/Field Technician to provide remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Washington, DC metro area (50-75% in the field), after-hours and/or weekend work as needed to meet client needs.
- Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
- Manage and follow daily schedule of dispatched tickets and projects
- Installation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)
- Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)
- Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)
- Follow ITIL/ISO based processes
- Meet Key Performance Indicators (KPIs) and Metrics
- Manage client expectations
- Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
- Identify and offer potential solutions for recurring issues
- Maintain internal and client documentation
- Escalate tickets to other service delivery areas as needed
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FAQs About IT Service Desk- Field Technician Jobs at Your Way IT Solutions
What is the work location for this position at Your Way IT Solutions?
This job at Your Way IT Solutions is located in Upper Marlboro, MD, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Your Way IT Solutions?
Employer has not shared pay details for this role.
What employment applies to this position at Your Way IT Solutions?
Your Way IT Solutions lists this position under the following employment categories:
- Alternate-schedule
- Full-time
What experience level is required for this role at Your Way IT Solutions?
Your Way IT Solutions is looking for a candidate with "Senior-level" experience level.
What is the process to apply for this position at Your Way IT Solutions?
You can apply for this role at Your Way IT Solutions either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.