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Posted: Thursday, February 8, 2018 6:46 AM


The Support Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

IT Support relating to technical issues involving core business applications and operating systems

Support of disaster recovery solutions

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, switches, wireless and security

Basic remote access solution implementation and support: VPN, Terminal Services

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 or agreed outages

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction

Fast turnaround of customer requests

Ability to work 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

Responsible for entering time and expenses in ConnectWise as it occurs

Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

Enter all work as service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

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 IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT 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

Why Kelly ?

With Kelly, you'll have direct connections to leading IT organizations in the best companies around the globe-offering you the chance to work on some of today's most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100 companies, and more than 9,000 IT hiring managers turn to us each year to access the best talent: people like you.

Last year we found 10,000 opportunities for IT professionals. Let us help advance your career today.

About Kelly Services

As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.

Associated topics: client, front desk, help, help desk, information technology analyst, information technology support, network, systems administrator, technical support, technical support specialist


• Location: Alachua, Gainesville

• Post ID: 21098722 gainesville is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018