IT Service Desk- Field Technician

Company Description

Your Way IT Solutions (YWITS) is a leading Managed Services Provider (MSP) applying a customer and process-based focus towards IT Support and consulting. Our clients range from commercial businesses and non-profits to government agencies in the Washington, DC Metropolitan Area.

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

Qualifications

• At least 5+ years in a service desk or help desk role
• Experience with CISCO networking devices
• Detail oriented
• Strong organization skills
• Strong troubleshooting skills
• A broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)
• Microsoft 365 and Google Workplace Administration
• Experience working in a high-paced service desk/help desk environment
• Experience in MSP environment preferred
• Must have reliable transportation

Additional Information

• All your information will be kept confidential according to EEO guidelines
• Must have a clean background no exceptions, background check will be performed
• Work is performed in a fast-paced Information Technology environment
• The interview process will be 1st round phone screen and 2nd round on-site interview
• Able to lift 50 pounds
• Applications will be reviewed on a rolling basis.