Service Desk Technician

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ABOUT SOURCEPASS

We are Sourcepass, an IT consulting company (MSP) that has been providing network support and solutions for our clients since 2001. We create and deliver innovative IT services, cloud computing, and security solutions that match the right technologies to specific industries and business strategies. We strive to provide top quality IT services to our clients so they can focus on the productivity and profitability of their business. 

We have been named by Channel Futures as one of the world’s 501 most strategic and innovative MSP’s for the past 6 years and awarded Top Workplaces in 2020 and 2021 by Newsday! Pretty cool right? We like to think so!

WHY JOIN US?

At Sourcepass we are focused on growing our teaUpgrade to see actual infombers and giving the proper tools for success. We support and highly encourage professional development. We seek to be a cultivating environment for new ideas and suggestions with an opportunity to collaborate with world class teaUpgrade to see actual infombers. 

We have an exciting opportunity to join our amazing team of 500+ staff as a Service Desk Technician

Feel free to check out our website at Upgrade to see actual info to learn more about us!

POSITION SUMMARY

As a Service Desk Technician, you will be responsible for working closely with our clients, providing advanced Level II IT knowledge, tools, and problem-solving skills to determine, diagnose and solve all IT-related issues. This is a fully remote position Monday through Friday 8am-5pm EST. 

RESPONSIBILITIES

Set up workstations with computers and necessary peripheral devices (routers, printers etc.)   
Check computer hardware (HDD, mice, keyboards etc.) to ensure functionality 
Install and configure appropriate software and functions according to specifications  
Diagnose and maintain local networks in ways that optimize performance
Ensure security and privacy of networks and computer systems
Provide orientation and guidance to users on how to operate software and computer equipment 
Organize and schedule diagnostic testing around client availability to inhibit impact 
Perform troubleshooting to diagnose and resolve problems (repair or replace parts, etc.)   
Maintain records of support interactions and time spent in ConnectWise (communication, diagnostics tests / results)   
Identify and document computer or network equipment warranty issues and communicate them internally.   
Act as a liaison between Vendors and clients for open vendor support requests

DESIRED SKILLSET/EXPERIENCE

Technical Support Experience: 3-5 Years (Preferred)   
Experience working with Azure (A plus)   
Experience working with Office 365 (Preferred)   
Experience working with SonicWall devices (Preferred)   
Experience working with HP Devices (Preferred) 
Ability to communicate effectively
Ability to Prioritize multiple tasks effectively 
Ability to work in a fast-paced environment
Ability to work independently and in a team environment 
Proven Experience as a Technical Support Analyst or relevant position  
CompTIA A+ and Network+ will be required within 1 year of hire.

Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications desirable.