Service Desk Associate

(Alexandria, VA)

Position Summary: Sikich is seeking a Service Desk Associate based out of our Alexandria, VA location. Functional breakdown: 100% remote support and management of end users, servers, and network infrastructure.

Primary Job Responsibilities:

• Assist customers with first call resolution of day-to-day issues & requests.
• Triage & schedule emailed requests & alerts sent to the NOC for desktops & servers.
• Work with Level 2 & 3 Consultants to both escalate customer issues, and to gain exposure to more advanced server and network infrastructure concepts.
• Use strong customer service skills (good organization, clear helpful communication, timely response and resolution) to help maintain best-in-class customer service.
• Track time and document technical efforts in our PSA.
• Participate and contribute to the constant improvement of service delivery processes.
• Hours: 8am-5pm ET Monday-Friday (with nights/weekends as needed).
• Participate in the 24/7 On-Call duty rotation.
• Role is 100% inside/work from home as part of the NOC Service Desk.

Requirements:

• 2 years experience required (Managed Services preferred).
• Experience with PSA and RMM toolsets, such as ConnectWise Manage and LabTech/ConnectWise Automate a plus.
• Experienced in supporting Windows 8, Windows 10, and Mac.
• Proficiency in Windows AD & Exchange Administration.
• Experienced in supporting Microsoft Office & Office 365 products.
• Good network/connectivity troubleshooting skills.
• Experienced in the imaging/setup of workstation builds from hardware to Windows profile configuration.
• Strong troubleshooting skills for day-to-day requests, such as performance, printing, and email-related issues.
• Well-versed in cleaning and removal of malware and viruses.

Sikich Benefits

Our employees enjoy expansive benefit offerings, ranging from wellness programs to our flexible time off policy. Sikich prioritizes our employees’ personal welfare; making sure our staff’s health, family time and well-being are not compromised in order to further their career.

Our flexible time off policy encourages every full-time employee to take off at least four weeks for personal, vacation or sick leave. This benefit is activated as soon as you start with the firm.

We observe firm-wide office closure during the week between Christmas and New Year’s Day.

We provide a wellness program to engage, challenge and empower you to take responsibility for your own well-being. Activities can be tracked through our wellness provider to obtain gift cards or other rewards.

We also offer:

• Health, dental, vision, life and accident/death/disability insurance options
• HSA employer contribution
• 9 paid holidays annually
• Flexible work arrangements
• 12 weeks of paid parental leave for the birth of your child or the placement of an adopted child within your home
• 3 weeks of paid paternity leave for fathers for the birth of their child
• 401(k) with employer contributions
• Tuition Reimbursement
• Employee referral bonus program
• Client referral bonus program
• Pet insurance
• FORCE – our community volunteer program (each employee may use up to 4 hours of paid time annually to volunteer and make a difference in their local communities)
  

Sikich LLP is an Equal Opportunity Employer M/F/D/V

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