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SERVICE DESK TECHNICIAN
North Charleston, SC |
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Location: North Charleston, SC 29405
Job Status: Full-Time
Position Description
Company Overview
Cantey Technology is a leading MSP in the Charleston area. We are growing with locations now in Charleston, Columbia, Greenville/Spartanburg, South Florida, and Roanoke, Virginia. We are looking for talented Service Desk Technicians to add to our team!
Cantey assists industries of all types: Medical, Insurance, Legal, Manufacturing, Education, and Hospitality are just some of the industries we support. This will provide you with an exciting environment to push your skills to the next level and give you a variety of work to keep the position and daily activities fresh, interesting, never boring. You will learn something new every week!
We lead and live by our core values throughout each role in the company and with each of our clients. We want those joining our team to understand the importance of each core value and strive to apply them to each customer.
Cantey Tech Core Values
Client First: Respond quickly and build trust by operating ethically.
Process Oriented: Always think about the next step in the process.
Eager to Learn & Grow: Pick up the ball and run with it. Try new things.
Positive Team Player: Work together to help clients and teammates.
Problem Solver: Find the root cause and fix it.
Position Overview
Service Desk Technicians – Charleston/Remote - Full Time - Exempt
The Service Desk Technicians role is critical to our daily operations and Tier 1/2 resolutions. This position is remote but if located in the Charleston Area, you may go on site when emergencies arise if the ticket is deemed critical enough. Cantey Technology strives to create a work environment that enhances your skills and technical ability, while also allowing for collaboration and professional growth within an ever-changing technology market.
Roles & Responsibilities
- Configure, maintain, troubleshoot operating systems, management tools and networking
- Research, diagnose and resolve tier 1/2 level technical issues
- Write and maintain documentation for Clients as required
- Collaborate with team members and clients to resolve technical issues with as little disruption as possible
- Monitor, organize and manage ticket assignments
- Communicate problems, progress and fixes to Service Desk Team Members
- Escalate and work with Tier 2, vCIOs and management as needed.
- Provide high level customer service while working with clients both onsite and remote.
- Maintain Weekly Deliverables and Follow Company Processes and Procedures
- 75% weekly Billable Utilization
- >35 tickets closed weekly
- Turn in time sheets on time and reviewed
- Work with the team to answer call from the phone queue balanced to the rest of the team.
Benefits Include
- PTO: Years 1-4: 120 hours annually; year 5+: 160 hours annually
- 40 hours of rollover of PTO allowed per year
- Year 7: 2 weeks sabbatical in addition to PTO
- 7 paid holidays
- Competitive Health, Dental, and Vision insurance as well as expanded insurance options
- 401k Matching program
- Mileage Reimbursement
- Monthly cell phone/internet stipend
- Monthly drawings for gift cards based on positive customer feedback
- Tuition and training reimbursement
- Provided equipment to equip Techs with needs to complete their job.
Qualifications And Skills
- 5+ years of experience in Service Desk Role – 3 Years MSP experience preferred
- Microsoft Office 365 products and email services
- Knowledge of Cisco or Cisco Meraki switching, routing, VPN
- Knowledge managing backup software
- Experience with ticket management software – ConnectWise Manage preferred
- Ability to manage security products including Antivirus, Antispyware, and advanced email security tools
- Experience with Managed Services a plus
- Outstanding client communications and end-user troubleshooting skills
- Calm and helpful demeanor
- Detail orientation and the discipline to do proper documentation and keep track of time worked on tickets and timesheets. (This is really important. Again, this is really important.)
- Able to handle a high-pressure environment with professionalism and Client First mentality
- Minimum Associates Degree or equivalent experience required
- Certifications Desired: A+, Network +, Security +
Typical Physical Demands
- Requires the ability to sit for long periods of time
- May be required to lift up to 60 pounds
- Requires normal range of vision and hearing
Other Important Information
- Working hours will be 8 AM to 5 PM M-F
- Typical workweek is 40-45 hours based on client demand. Sometimes we may have to work past our end time to put Clients first when necessary or to update our ticket queue.
- Service Desk Technicians are required to participate in on-call rotation where you will be on call for emergencies and after-hours support for a week once every 7 to 8 months (at year 6 of employment, you are removed from the on-call rotation)
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