Groff NetWorks · 18 hours ago
Senior Technician - Service Desk
Troy, NY
Full-time
Onsite
Senior Level
$65K/yr - $80K/yr
5+ years expGroff NetWorks is a leading IT service provider dedicated to delivering comprehensive and secure technology solutions. They are seeking a Level 3 Service Desk Technician who will resolve client issues with urgency and ownership while managing Service Desk workflow and mentoring other technicians.
Information TechnologyIT InfrastructureSecuritySoftware
Responsibilities
Resolve escalated Service Desk tickets
Manage Service Desk workflow and serving as point of contact for Service Desk
Teach escalated ticket resolution strategies and methodologies to Service Desk technicians
Prevent service failures by prioritizing quick close tickets, including unassigned
Identify continuous improvement trends in tickets and proposing solution
Review and update documentation
Qualification
Required
Bachelor's degree in a computer science discipline or an equivalent combination of education, certification, and work experience
5 - 7 years of IT Service Desk or similar experience progressively responsible project management or leadership experience in an IT environment, or an equivalent combination of education, certification, and work experience
Flexibility in time commitment and role / project assignment
Commitment to contributing to a mission-driven organization
Experience proving IT reassurance in a fast-paced environment
Customer service experience both over the phone and in person
Preferred
Office365/SharePoint account management and troubleshooting
Active Directory Management and familiarity with User Groups and Group Policy
Office Business Application experience
Familiarity with Backup Disaster Recovery and file restoration
Benefits
Professional development and ongoing training opportunities
Supportive, inclusive, and collaborative culture
Opportunities for advancement within a growing organization
Company
Groff NetWorks
Groff NetWorks specializes in cloud and security solutions.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase