The ConnectWise Help Desk provides real-time 24×7 support to thousands of client desktops and devices around the United States and other countries
The Help Desk Technician will report to the Help Desk Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC and MAC-related issues with a goal of first contact resolution
Support Windows and MAC desktop and laptop computers via phone, chat, and email
General access and connectivity issues
Support and solve desktop application issues; elevate to Level 2 as needed
Basic administration of user accounts and groups
Take ownership of trouble tickets, working and tracking issues to resolution
Record detailed information into Service Desk ticketing system
Support for mobile devices such as iPhones, Blackberries, and Android phones
Occasionally act as a liaison between Partners/Clients and NOC team in India
Utilize support applications to ensure timely resolution of client issues
Other duties as assigned