Help Desk Services Technician I

Job Description

ConnectWise is seeking a Help Desk Services Technician I to provide real-time, 24x7 support to its global partners. The technician will be responsible for providing technical guidance and resolving customer issues, aiming for first contact resolution. The role involves supporting partner teams with a high attention to detail, resolving issues with desktops, laptops, and mobile devices, and managing assigned tickets to resolution.

Responsibilities:

• Providing support to partner teams.
• Resolving issues with desktop, laptop computers, and mobile devices.
• Working through general access, connectivity, and desktop application issues.
• Assigning basic administration of user accounts and groups.
• Managing assigned tickets, tracking issues to resolution.
• Recording detailed information into Service Desk ticketing system.
• Acting as a liaison between Partners and NOC team in India.

Requirements:

• Ability to perform routine situations and procedures with moderate supervision.
• Excellent customer service skills.
• Strong team player with the ability to build positive relationships.
• Knowledge of Windows and Apple operating systems.
• Knowledge of network and VPN basics.
• Excellent English communication skills, both written and verbal.
• Strong organization, problem-solving, and time management skills.
• Bachelor’s Degree in related field or equivalent work experience.
• 1+ years of related experience.

ConnectWise offers:

• Onsite / Hybrid Working Conditions.