Service Desk Onsite Technician
Connolly, Inc - Wilton, CT

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Service Desk Onsite Technician

Since its inception in 1979, Connolly has grown to become the world’s largest audit recovery firm. If you are looking for a stable, growing, company where creative thinking and innovation blend with early adoption of cutting edge technology to produce real business value, Connolly is the place for you. We currently have an open position for a Service Desk Onsite Technician and are searching for a talented and driven person to join our IT team in the areas of end-user hardware and application support. This is an internal, fulltime IT position located in our Wilton, CT Audit Support Center.

The Service Desk Onsite Technician is responsible for handling first line IT support for internal users and external customers. The primary focus of the Service Desk Onsite Technician is the rapid and accurate resolution of user issues via desk-side support, phone, email, and direct interaction with the end user community.

Essential Functions

• Must be available to answer the phone during critical incidents and respond to user inquiries and issues
• Analyze technical issues and problems, diagnose problems, provide support to employees and assist other technicians with issues
• Coordinate with other staff for the purpose of completing projects/request efficiently
• Monitor and complete tickets in assigned queues
• Create accurate documentation for all customer interactions
• Create and update knowledgebase articles to ensure quality documentation exists for the support process
• Repair, deploy, and receive laptops, workstations, and other hardware and peripherals
• Available for escalation of routine support tasks
• Handle RMA process
• Coordinate vendor on-site/depot repair
• Deploy hardware and software
• Manage hardware inventory
• Obtain and execute quotes for hardware and software
• Mentoring and supporting of other team members
• Other duties as assigned

Nonessential functions

• Make suggestions for improvements in the Service Desk process and work with senior team members to implement changes
• Assist with maintenances or projects as assigned

Interacts with

• All Connolly Employees
• TRS Clients
• Vendors

Knowledge, skills and abilities

• Must be well organized, have good verbal and written communication skills and a commitment to customer service.
• Experience handling, organizing, tracking, and reporting on user support incidents
• Detailed knowledge of Microsoft Windows, Microsoft Office Suite (Excel, Word, Power Point, Outlook)
• General knowledge of Active Directory
• Ability to work independently to resolve customer issues with little or no supervision
• Ability to manage high-stress support situations

Minimum qualifications

• This position requires a minimum of a high school diploma
• BA from four year college or university preferred
• Minimum one year experience providing technical support in a professional environment
• ITIL v3 Foundation certification or higher
• CompTIA A+ Certification

Success factors

• Customer Service Focused
• Integrity
• Self-Motivated
• Passionate
• Team Player
• Results Oriented
• Reliable
• Professional
• Boundaryless Behavior

Supervisory responsibilities

• none
Working conditions
• The employee must occasionally lift and/or move up to 50 pounds
• Ability to travel when required
Compensation and benefits:
• Competitive salary and bonus plan
• 401k with company match
• Health, vision, and dental coverage (employer subsidized)
• Free on-site fitness center


Connolly, LLC - 19 months ago - save job - block
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