Service Desk Technician

About the Role

Right! Systems, Inc. is seeking a talented individual for the role of Service Desk Technician. This is a full-time, entry-level position reporting to the Service Desk Manager. The role is located in Boise, ID, and requires candidates to be local to the service area and report to the Boise office. The Service Desk Technician will be part of the Managed Services Team, supporting dozens of customers and applying industry best practices to the operational support of customer environments.

Work Schedule

• Typically Monday through Friday, 8am to 5pm.
• Includes rotational on-call scheduling for work after-hours and on weekends.

Key Responsibilities

• Provide end-user support for troubleshooting and enhancement requests related to desktops, thin-clients, software, and peripherals.
• Escalate and follow up on assigned issues.
• Perform direct follow-up with clients regarding remediation.
• Diagnose and resolve emergency and chronic problems related to availability, security, performance, connectivity, and overall functionality.
• Provide hardware and software support.
• Manage and maintain Microsoft 365.
• Administer and maintain Virtualization environments (VMWare/Hyper-V).
• Assist with implementation projects related to Microsoft 365, Office 365, and Azure technologies.
• Interface with other client support structures, including tracking client issues, updating tickets, and ensuring closure.
• Install Windows desktop operating systems, software, and peripheral devices.
• Provide network/system utilization and security reports.
• Create and maintain necessary technical support documents.
• Document client systems and processes to create Run Books and related documentation.
• Perform other work-related duties as assigned.

Requirements & Tech Stack

• Microsoft 365
• Office 365
• Azure
• VMWare
• Hyper-V
• Windows desktop operating systems
• Microsoft Office applications
• TCP/IP and network basics
• Citrix Virtual Application and Desktop products (preferred)
• Thin client devices (preferred)
• Microsoft Endpoint Manager (Intune) for management of Windows 10, iOS, macOS, and Android devices (highly desired)
• On-prem SAN solutions such as Pure, Dell/EMC, or HPE storage (exposure preferred)

Qualifications

• High School Graduate or GED required.
• Technical school or post-secondary education in technology preferred.
• Knowledgeable with the basic components of a business network.
• Understanding of desktop operating systems, directory services, and applications.
• Proficiency in Microsoft Office applications required.
• Understanding of TCP/IP and network basics.
• Experience troubleshooting computer issues in a business setting highly preferred.
• Exposure to Citrix Virtual Application and Desktop products as well as thin client devices preferred.
• Experience supporting Citrix environments at a tier 1 level highly desired.
• Experience with management of Windows 10, iOS, macOS and Android devices with Microsoft Endpoint Manager (Intune) highly desired.
• Exposure to on-prem SAN solutions such as Pure, Dell/EMC, or HPE storage preferred.
• Exposure to certificates in the Microsoft ecosystem preferred.
• Strong interpersonal, written, and oral communication skills.
• Strong analytical and problem-solving skills.
• Highly self-motivated, directed, and organized with attention to detail and accuracy.
• Ability to effectively prioritize tasks in a fast-paced scenario.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Working toward specific industry or OEM certifications.
• Must have a valid Driver’s license and vehicle insurance, or confirm the ability and means to report to the office daily on work days as scheduled.