12/02/2019
Experience: 2-4 Years Experience is a must
Charm City Networks was founded in 2007 in Baltimore, Maryland. Our business is focused on adaptable business-to-business IT solutions that help our business partners take control of IT Solutions and Spending. We provide vendor-neutral support across several technologies and industries. Our services include a portfolio of proactive Monitoring, Maintenance, Support, Backup, Cloud, and VOIP offerings.
Charm City Networks understands that fully listening, understanding, and considering our client’s needs is the only way to truly provide a quick and painless solution - whether on a ticket basis or on a large scale project. Our clients span anywhere from a small office to large scale businesses spanning multiple large properties.
Job Description:
Charm City Networks is looking for Service Desk staff to provide end-user support in our Baltimore office. This member of the team will be tasked with monitoring, supporting, and troubleshooting workstations, cloud / physical servers, client networks, and end-user devices among other tasks. This job candidate should be able to provide tier one and tier two support, and escalate or work with tier 3 support as needed.
The candidate should also be able to provide a high-level customer service experience. This means understanding the customer’s issues, being empathetic towards them in our response and solutions, and asking the right questions to get to the solution in an efficient, effective, and deliberate manner.
Core Responsibilities:
Monitor devices and networks from a remote Service Desk
Run general patches and PC scans
Manage users across all standard and proprietary accounts based upon their business needs
Support basic applications on the Windows environment (eg. Chrome, Firefox, Office365, Google Suite, Adobe)
Restore from cloud-based backups, clone drives and install them. Provide general hardware support
Manage and work within a trouble ticket system and track time for billing purposes
Provide clear documentation of work in order to create accurate billing, support future tickets, and streamline the troubleshooting process
Proactively identify and recommend solutions for hardware and networks
Communicate via phone and email in a professional manner with staff, management, and clients
Qualifications:
2-4 years experience in end-user support or similar experience
2-4 years experience in troubleshooting and working with desktops, Macs, and Windows servers
2-4 years of experience with remote support
Prior experience with a remote management and monitoring tool
Prior experience with a ticketing system and knowledge base
Education: High School graduate a must, certifications, and college degree preferred
Charm City Networks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands.
