We're looking for a dynamic and experienced Senior Service Desk Technician to join our fast-paced, growing managed service provider family at Premier Networx! As a managed service provider, we provide proactive IT support to our SMB clients in the greater Augusta area.

Our Culture - We emphasize the importance of education and continuous improvement. Through teaching, training, collaboration, and perseverance, we strive for personal and professional growth. Our belief in the value of knowledge drives us forward. We understand that the skilled services we offer are our product, and it is our top priority to provide exceptional service to our clients with genuine care for their satisfaction.

 

Our People

 

  • We strive for excellence in everything we do
  • We always aim to make a positive impact with each other and our clients
  • We have passion that drives us to continuously learn and grow
  • We are dedicated to creating a supportive and inclusive environment where everyone feels valued and respected.
  • We believe together, we can achieve great things.

 

Our Core Values define who we are and guide our actions

  • Proactive Ownership – Taking initiative, assuming responsibility, and driving results without waiting for instructions.
  • Client Experience First – Prioritizing the satisfaction and success of our clients.
  • Unrelenting Dedication – Persistently pursuing excellence even in the face of challenges or setbacks.
  • Promises Kept – Fulfilling commitments, honoring agreements and delivering on our word.
  • Embraces Change – Welcoming and adapting to shifts, innovations and evolving circumstances.

By upholding these core values, we create a strong and supportive culture that enables us to achieve great things together.

What We Offer

  • Ambitious learning environment—we pay for certifications & reward learning achievements.
  • Customized career-progress plan tailored to your skill level, interests, and goals.
  • Generous leave: PTO, Holidays, and Comp time
  • Competitive and comprehensive medical, dental, and vision insurance, including life and disability plans.
  • Retirement - IRA

Position Overview: 

 

This position is responsible for providing advanced technical assistance and support to end-users and acting as a technical SME for the Service Desk for complex issues and escalated cases. The Senior Service Desk Technician has strong technical skills, excellent communication abilities, and the capability to handle complex and challenging IT issues.  

 

 

Skills: 

 

  • Excellent customer services and communications skills. 
  • Able to be flexible and adaptable to the changing needs of the team. 
  • Ability to handle multiple tasks under time constraints. 
  • Self-motivation, organizational and time management skills. 
  • Documentation skills to ensure knowledge is shared and incidents are tracked effectively. 

 

Senior Responsibilities: 

 

  • Assist in supervising the Service Desk by reinforcing established rules, providing support and or direction, and assisting with administrative issues as needed.  
  • Assist in training the Service Desk team on operational procedures and troubleshooting techniques.  
  • Assist in ensuring that the Service Desk provides timely and considerate customer service.  
  • Offer suggestions for any noted process improvements and assist in developing new procedures. 
  • Perform other related duties as assigned by the Service Manager.  

 

Service Desk Duties and Responsibilities: 

  • Troubleshoot and resolve client hardware, operating system and software related issues using remote tools. 
  • Query client on properly documenting issues. 
  • Troubleshoot and resolve network and server access issues using remote tools. 
  • Monitor and respond to client site alerts and escalate as necessary.  
  • Escalate technical support issues to the Service Manager as necessary.   
  • Document resolution in ticketing system and communicate with client on the status and resolution of issues. 
  • Other related duties as assigned by management.
  • Consistent, punctual, and dependable attendance is necessary to meet the needs of our clients and team. 

 

Qualifications and Requirements

 

  • Required 3 years of experience working in a client facing technical role.  
  • 1 year of supervisory experience preferred. 
    • Active Directory, Group Policy, HyperV, VMware, PowerShell, Sharepoint, DNS, Office 365, Azure, Networking, and Windows Operating Systems, MS Server 2016 or newer.
    • Excellent troubleshooting skills including ability to analyze, anticipate and resolve complex technical issues.
    • Previous MSP experience a plus.

Preferred Certifications

  • AZ-103
  • CCNA,
  • Server+
  •  Network+
  • Cloud+

Time Management 

 

Upon completion of tasks and cases, update ticketing system with documentation and time entries.  

  • Accountability time of 8 hours required on a daily basis.  
  • Daily time entries must be recorded by EOB every workday.  
  • Time Sheets must be submitted before their deadline regardless of PTO.  

Calendar must be updated regularly to accurately reflect one’s availability and schedule.   

  • Follow time management best practices.  
  • Use the dispatch calendar to schedule Tasks so the team is aware of your availability and allocation.