Helpdesk Support Technician

  Position is located in Kennesaw, Georgia. No remote work opportunities. Helpdesk Support, Desktop Support, IT Support Technician, MSP, IT Company, Help Desk, Server Support Job description * Design, implementation, and support at the network level: WAN and LAN connectivity, routers, firewalls, and security. * Design, implementation, and support of hosted and cloud solutions for clients using technologies that meet their requirements. * Design, implementation, and support of data backup solutions and of disaster recovery solutions. * IT support relating to technical issues involving Microsoft's and Google’s core business applications, as well as virtual environments built on Microsoft Azure, MS 365, and Google Chrome * Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc. * Support services for virtualization technologies: VMware, Microsoft. * Remote access solution design, implementation, and support: VPN, Terminal Services * Use of the remote monitoring and management (RMM) and professional services automation (PSA) systems: track tasks assigned, enter time, communicate w clients, update agent scripts, document client systems, and respond to support requests * Documentation of devices, systems, processes, procedures, and maintenance for client computer systems and network infrastructure * Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages. * Ability to work independently as well as in a team environment. * Ability to communicate effectively. * Escalate service or project issues that cannot be completed within agreed service levels. * Communicate to clients: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. * Maintain specific knowledge of the client and how IT relates to their business strategy and goals. * Document and maintain internal processes and procedures related to duties and responsibilities. * Responsible for entering time and expenses in PSA as they occur. * Understand processes in PSA, RMM, and other internal systems * Work through assigned tickets in PSA * Work through a daily schedule in PSA that has been established through the dispatch process. * Account for all time, billable and non-billable time thru ticketing system. * Develop in-depth knowledge of the SCA's service catalog and how it relates to client’s needs. * Remain up-to-date with current and future technologies emerging in the industry. * Improve client service, perception, and satisfaction. * Perform all work and make all decision based on SCA's core values and Count on Us philosophy Monday through Friday, 8:00AM to 5:00PM