Service Desk Technician II

Our client is seeking a Service Desk Technician II for a contract-to-hire role. This position involves handling support for service requests professionally and promptly, covering all technology including workstations, servers, printers, networks, phones, tablets, and vendor-specific hardware and software. Key responsibilities include IT support for Microsoft and Apple systems, disaster recovery, network support, and remote access solutions. The role requires strong technical and interpersonal skills, with a focus on customer satisfaction and efficient service delivery.

Must Have

• Handle support for service requests professionally and timely
• Provide IT support for Microsoft core business applications and operating systems
• Provide IT support for Apple products and operating systems
• Support disaster recovery solutions
• Offer solid technical support at the network level (WAN, LAN, routers, firewalls, security)
• Implement and support intermediate remote access solutions (VPN, terminal services, Citrix)
• Monitor and respond to remote monitoring and management system alerts
• Maintain and review system documentation in ConnectWise
• Communicate with customers regarding incident progress and changes
• Work with Service Desk dispatcher for efficient request routing
• Escalate service requests requiring engineer level support
• Enter time, expenses, and all work as service tickets in ConnectWise
• Possess 3+ years of MSP experience or Systems Administrator experience
• Have advanced understanding of operating systems, business applications, printing, and network systems
• Demonstrate strong interpersonal skills (telephony, communication, active listening, customer care)
• Exhibit excellent diagnosis skills for technical issues
• Ability to multi-task and adapt quickly to changes
• Technical awareness to match resources to technical issues
• Service awareness of all organization’s key services
• Understanding of support tools, techniques, and technology for services
• Proficient typing skills
• Self-motivated in a fast-moving environment

Good to Have

• Any Current Microsoft Certifications that focus on Defender, Azure, Entra, Intune, Teams
• A+ certification
• Network+ certification
• Apple product experience

JOB DESCRIPTION:

Our client is seeking a Service Desk Technician II for an exciting contract to hire scenario. The Service Desk Technician II is responsible for handling support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, phones, tablets and vendor specific hardware and software.

DUTIES:

• IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
• IT support relating to technical issues involving Apple products and operating systems.
• Support of disaster recovery solutions.
• Solid technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Intermediate remote access solution implementation and support: VPN, terminal services, and Citrix.
• 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 and agreed outages.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Work well in a team and communicate effectively.
• Work with the Service Desk dispatcher 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.
• Enter time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.

REQUIREMENTS:

• 3+ years of MSP experience or work as a Systems Administrator
• 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.
• Excellent 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 services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide 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.
• Educational/Vocational/Previous Experience Recommendations:
• Any Current Microsoft Certifications that focus on Defender, Azure, Entra, Intune, Teams Preferred
• A+ certification preferred.
• Network+ certification preferred.
• Apple product experience preferred.

Job Requirements

Hybrid

By using best practices and optimal employee recruiting strategies, Kavaliro provides employers with employment solutions by providing the most qualified and professional employees, who can staff both project and permanent positions in order to ensure the ongoing success of all types of businesses. We use a streamlined-yet-thorough approach to staffing that saves our clients administrative time, resources and money.