ConnectWise

Help Desk Services Technician I

Tampa, Florida, United States

Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Software, BiotechnologyIndustries

Requirements

Candidates must possess a college or technical institute degree in Information Technology or a related discipline, or a minimum of 2 years of experience in a Help Desk/Call Center environment. A minimum of 1 to 2 years of experience in a Service or Help Desk/Support Center environment is required. Excellent knowledge of Windows and Apple operating systems, proficiency in Active Directory, and a solid understanding of network and VPN basics are essential. Strong communication, customer service, planning, organizing, problem-solving, and time management skills are vital. IT certifications are preferred.

Responsibilities

The Help Desk Technician will provide 24x7 remote technical support for client desktops and devices, addressing PC and MAC-related issues via phone, chat, and email with a focus on first contact resolution. Responsibilities include supporting general access and connectivity issues, troubleshooting desktop applications, performing basic administration of user accounts and groups, and taking ownership of trouble tickets through to resolution. The role also involves recording detailed information in the Service Desk ticketing system, supporting mobile devices, and occasionally acting as a liaison between clients and the NOC team.

Skills

Windows
MAC
Desktop Support
Mobile Device Support
iPhone
Blackberry
Android
Ticketing Systems
Technical Guidance
Problem Solving

ConnectWise

Software platform for IT business management

About ConnectWise

ConnectWise provides a software platform designed for Technology Solutions Providers (TSPs) to manage their business operations effectively. The platform includes tools for business management, remote monitoring and management, remote access, and automation of quotes and proposals, as well as conducting cybersecurity risk assessments. It integrates with numerous key vendors, creating a comprehensive ecosystem that supports various IT sector clients in managing their as-a-service business models. Unlike many competitors, ConnectWise emphasizes community engagement through its network, The IT Nation, which promotes collaboration and knowledge sharing among users. The goal of ConnectWise is to empower TSPs to streamline their operations and enhance their service offerings while fostering an inclusive culture that values diverse contributions from its employees.

Tampa, FloridaHeadquarters
1982Year Founded
$569KTotal Funding
SEEDCompany Stage
Enterprise Software, CybersecurityIndustries
1,001-5,000Employees

Benefits

Hybrid Work Options
Remote Work Options

Risks

Leadership transition may lead to strategic shifts or instability.
Increased competition from companies like Liongard could impact market share.
Integration challenges with PowerDMARC and EasyDMARC may affect operations.

Differentiation

ConnectWise offers a comprehensive software platform for Technology Solutions Providers (TSPs).
The company integrates with hundreds of vendors, creating a robust ecosystem for users.
ConnectWise fosters a highly engaged community, known as The IT Nation.

Upsides

Growing demand for remote monitoring solutions supports ConnectWise's offerings.
The rise of cloud-based solutions aligns with ConnectWise's subscription revenue model.
Increased collaboration in the IT ecosystem benefits ConnectWise's integration strategy.

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