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Helpdesk Support - 3rd Shift

Company: Genuent Global, LLC
Location: Minnetonka
Posted on: September 17, 2020

Job Description:

Genuent is hiring a Helpdesk Support Analyst for one of our direct clients in Minnetonka, MN. Qualified candidates should send their resume (Word format) to Zach Battaglia at Essential Functions IT Support relating to technical issues involving Microsoft's core business applications and operating systems Support of disaster recovery solutions Basic technical support at the network level WAN and LAN connectivity, routers, firewalls, and security Basic remote access solution implementation and support VPN, Kaseya and other tools Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets System documentation maintenance and review in ConnectWise Communication with customers as required keeping them informed of incident progress, notifying them of impending changes or agreed outages Perform other duties as required andor assigned. Additional Duties and Responsibilities Improve customer service, perception, and satisfaction Fast turnaround of customer requests Ability to work in a team and communicate effectively Work with the CSRs to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently Escalate service requests that require engineer level support Responsible for entering time and expenses in ConnectWise as it occurs Enter all work as service tickets into ConnectWise KnowledgeSkillsAbilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, andor ability required. Advanced understanding of operating systems, business applications, printing systems, and network systems Interpersonal skills such as telephony skills, communication skills, active listening and customer-care Diagnosis skills of technical issues Ability to multi-task and adapt to changes quickly Technical awareness ability to match resources to technical issues appropriately Service awareness of all organization's key IT services for which support is being provided Understanding of support tools, techniques, and how technology is used to provide IT services Typing skills to ensure quick and accurate entry of service request details Self-motivated with the ability to work in a fast moving environment

Keywords: Genuent Global, LLC, Minnetonka , Helpdesk Support - 3rd Shift, Other , Minnetonka, Minnesota

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