Overview Would you like to be part of a customer focused, high performance, high integrity team of technology professionals? Do you want to launch your IT career and get exposure to a variety of best in class infrastructure technologies? At OneNeck IT Solutions we deliver world class IT solutions 365/24/7. We are seeking a dynamic Service Desk Technician who is passionate about technology and providing superior customer service. Our managed services engagements allow our employees to have access to a variety of technologies and environments, while broadening your skillset and preparing you for future growth. NOTE: the shift for this position is 6am to 6pm AZ time Sunday through Tuesday and alternating Wednesday's. This role can work from home most days with some days scheduled onsite in our Gilbert, AZ data center facility. Responsibilities The Service Desk Technician is a pivotal support position within OneNeck’s Managed Services organization. Our Service Desk provides a critical interface between the Managed Services organization and OneNeck’s customers; this team is the launching point for all customer support communications. Technicians are responsible for receipt, analysis, documentation, escalation, and resolution of customer issues and requests related to services delivered by OneNeck. This team is also involved in major incident resolution. The Service Desk Technician monitors and reports on customer systems and networks using various monitoring tools. This position also handles operations duties within our datacenter. This position partners closely with our engineer teams to solve technology problems and work to resolution. Qualified candidates will demonstrate excellent communication, troubleshooting, and documentation skills as well as an understanding and application of computer support best practices. • Problem solve and deliver solutions to customer issues within SLAs to provide best in class customer service • Issue and incident documentation in Cherwell ticketing tool • Provide top-notch customer service via phone, email and chat in a service support center • Escalate and partner with engineering teams to resolve customer issues • Monitor enterprise systems through monitoring software (Nagios and UIM) • Account management for customer environments Qualifications Required Qualifications • 1+ years IT or customer service experience. • Must follow the OneNeck Service Desk attendance guidelines to meet our customer’s needs Other Qualifications • Knowledge of or familiarity with IT technologies (i.e. Unix/Windows Servers, Database, Data Center and Client/Server Application Support) • Able to produce a high standard deliverable while under time constraint pressure • Experience interacting with external customers • Excellent customer service skills, interpersonal skills, and telephone etiquette • Friendly personality that enjoys assisting customers • Good documentation skills and solid written grammar • Able to accurately follow written technical work instructions • Able to work in a structured environment • Strong organization, time management, and prioritizing skills #OneNeck IT Solutions offers hybrid IT solutions including cloud and hosting solutions, managed services, enterprise application management, advanced IT services, hardware and local connectivity via top-tier data centers. OneNeck's team of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for businesses around the country. We offer competitive salary and a strong total rewards package. To learn more about this position or our company, visit oneneck.com. Employment at OneNeck is subject to post-offer, pre-employment drug testing. EEO/AA Employer/Vets/Disability