Benefits:
Simple IRA Match
Simple IRA
Disability Insurance
Dental insurance
Health insurance
Paid time off
Profit sharing
Vision insurance
JOB DESCRIPTION
We are looking for a Tier 1 Help Desk Technician w/ Dispatch to join our growing team here in Gaithersburg, Maryland. The ideal candidate is someone who can balance both technical and soft skills while providing an exceptional customer service experience. We would like to find professionals who take pride in their career and are eager to learn and grow both technically and professionally. Must be a quick learner!
*If you are interested in this position, please tell us one professional or personal goal on your cover letter and after submitting your resume, call Courtney at 240-778-2112
About Us:
ComTech Systems is a family-owned small business located in Gaithersburg, MD. We are a full-service provider of IT solutions to SMB organizations. We have earned an outstanding reputation for quality service by maintaining a team of hardworking professionals with a focus on exceeding our customers’ expectations.
We value and reward:
•Respect: in every relationship
•Service Excellence: Doing "Whatever it Takes" to exceed expectations
•Growth and Education: Pursuit of continuous education and professional development
•Team-Oriented: Proactive and candid communication that builds teamwork and leads to positive change
•Accountability: Always following through and following up
•Innovation: Forward thinking that proactively solves customer problems
Our Mission:
To provide customized IT solutions, delivered by knowledgeable and dedicated professionals in order to increase our clients efficiency, security, and profitability.
Responsibilities:
Answer calls and e-mails to our service desk, and enter tickets
Schedule new and ongoing tickets based on tech availability and service needs
Triage new tickets to ensure proper tracking and data consistency
Escalate requests not meeting service level timelines
Gather necessary info (priority, contact, relative details, documentation) before assigning tickets.
Monitor life of tickets on all service boards to ensure no idle tickets and escalate or reschedule as needed.
Coordinate all support groups to ensure maximum utilization of all resources
Configuring, troubleshooting, and repairing Voice and IT systems including but not limited to:
Microsoft 365 and Azure
VOIP
Firewalls
Network Switching, InterVLAN routing, and POE
SD-WAN
BDR Services
Structured Cabling
Windows Server (DHCP, DNS, File sharing, Print sharing, Active Directory, Group Policy)
MS Office Applications
Perform on-site visits including but not limited to the troubleshooting, installation, and training of Voice and IT systems.
Enter tickets, notes and time in our ticketing system in real time
Document processes and procedures as needed
Follow procedures, suggest enhancements to procedures, and provide superior client and internal communication
Log detailed activities, track calls/requests utilizing ticketing software maintaining problem resolution records
Assisting colleagues as necessary
Requirements:
High School or higher education
Excellent computer skills
Basic knowledge of terminology for computer and phone systems.
Must be a quick learner with the ability to multi-task while staying on track.
Strong attention to detail, accuracy and organizational skills
Ability to meet deadlines, and manage stress effectively
Experience working with customer support
Dependability, flexibility and professional demeanor
A self-motivated, engaged, team player, with a positive attitude
Excellent communications skills
Strong sense of discretion and confidentiality required
Ability to stay calm when customers are stressed or upset
Bonus Points:
CompTIA A+ and Net+ are desired but not required.
Help Desk Experience
Working in a small business environment
Working Hours:
Monday - Friday 8am-5pm (with a one-hour lunch break)