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Service Desk Technician PM

Service Desk Technician PM

Job Description

Why join the RFA team?

The reason RFA can provide its growing client base with first-rate service is because our staff consists of the most talented technologists in the industry. We pride ourselves on retaining our employees, from junior techs to department heads, and everyone in between, giving them the opportunity to build their skills and expand their horizons. No one knows our technology and our clients better than our staff members, which is why we promote from within our ranks. Just check out some of the LinkedIn profiles of our top executives.

At RFA we understand that the quality of work put in by our team members deserves a salary and benefits to match. Every full-time RFA employee is eligible to receive an exceptional benefits package that includes:

Competitive compensation
• Health, dental and vision insurance that starts on the first day of the month following date of hire
401K with company match
• Company-paid short-term and long-term disability as well as life insurance
• Pre-tax commuter benefits
• Generous paid time off and holiday bank
• Discounted gym membership
• Job-related education assistance and certification program

Under the direct supervision of the Service Desk Manager, this position will provide client support for all desktop and server related issues via telephone and/or a remote location. In addition to staying abreast of industry trends and best practices, you will provide technical assistant to computer system users including problem assessment/ resolution and software and hardware installation and configuration, when necessary.

Our ideal candidate will be a solution-oriented administrator who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He/ She will utilize their exceptional active listening, critical thinking and communication skills to resolve client issues while promoting RFA's brand as a client-centric, full-service technology provider.

Shift: Tuesday- Saturday, 2pm-11pm

Job Responsibilities:
•Answer user inquiries regarding computer software and/or hardware operations to resolve client issues.
•Troubleshoot Tier 1–3 issues, including Active Directory, Exchange & BES Server and DNS related issues.
•Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
•Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.
•Resolve client issues including referring major hardware and/or software issues or defective products to technicians for service.
•Adhere to departmental procedures to ensure clients are kept well informed of ticket status and product availability in order to manage client expectation and ensure overall client satisfaction.
•Perform other duties as assigned.

Job Requirements

•2+ years client interfacing Service Desk/Systems Administrator experience
•Superior troubleshooting abilities enabling quick determination/ resolution of software and hardware issues.
•Ability to use logic/reason to identify strengths and weaknesses of alternative solutions and apply most effective resolution methodology
•Excellent written and verbal communication, active listening and client service skills
•Must demonstrate a sense of urgency while acting in a professional, calm manner.
•Good working knowledge and experience in Windows Server 2003-2008, Exchange 2003-2010, AD, LAN/WAN.
•Ability to stay abreast of changes and updates in relevant technologies.
•Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti Virus preferred.
•Some back-end knowledge preferred.
•Financial Service Support experience preferred.

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Computer Hardware, Computer Software, Consulting
Required Travel Not Specified
Job ID 000088/42
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Service Desk Technician PM


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