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Service Desk Technician

Minneapolis, MN | Service Desk

Job Description

Virteva is an independent managed IT services firm headquartered in Minneapolis MN, offering IT consulting and uniquely efficient IT solutions.

Service Desk Technician - Job Opening

Overview

Virteva is an independent IT consulting and managed services firm serving enterprise clients and medium sized businesses headquartered in the Twin Cities. Virteva offers a full range of IT infrastructure consulting services from assessments and strategic planning to design and implementation of IT business solutions. Focus areas include virtualization and optimization, security and access management, and messaging & collaboration solutions. Virteva also offers a full range of remote management and monitoring services, including servers, virtualization, and messaging technologies, as well as the underlying network, storage, and security platforms.

Job Summary

The Service Desk Technician is responsible for providing support to Virteva’s Managed Services customers. S/he will perform various activities related to managing general Desktop and Server information technology. This includes, but is not limited to: Email (Exchange, others), Directory Services (AD), Windows XP and Windows7, Windows Server, Linux, application of patches, incident management, recovery, change control, and performance monitoring and reporting.

Essential Duties & Responsibilities

  • Handle any escalated tickets from Service Desk Analysts
  • Work closely with Service Desk Analyst and Engineers to ensure customer issues are promptly acknowledged and incidents and service requests are tracked and documented
  • Provide documentation and training as required for Service Desk Analysts to aid in improved service delivery
  • Perform analysis and develop run books and operational procedures for client's enterprise computing environments
  • Provide onsite/remote support to the business customers involving desktop hardware, servers, products and applications
  • Manage, maintain and monitor customers' complete computing environment using appropriate tools, technologies and resources
  • Ability to self-manage the execution of tasks on various projects
  • Perform root cause analysis and produce required documentation for knowledge database
  • Apply ITIL principles for implementation, modification, maintenance and analyzing business customers' processes and issues
  • Possess an energetic, self-starting mentality with value placed on integrity
  • Possess good communication skills
  • Ability and desire to learn new technologies as mutually defined
  • Ability to think and perform proactively as well as tactically within the customers' expectations and Virteva's delivery standards
  • Ability to work as an effective team member with the Virteva team, partners and internal staff Provide after-hours support

Desired Education, Experience & Other Skills

  • Bachelor's degree in Information Technology or a closely related field
  • 2+ years of experience in a technical support and/or service position
  • Experience with a variety of technologies including, but not limited to: Windows XP, Windows7, desktop/notebook hardware, Windows Server, Microsoft Exchange, Active Directory, Server hardware and general networking technologies
  • Must have strong problem solving skills with the ability to make decisions and work with minimum direct supervision
  • Must be detail and customer service oriented
  • Strong written, verbal, and interpersonal communication skills
  • Ability to prioritize, anticipate situations and take quick action
  • Ability to manage multiple projects and recommend/implement effective solutions
  • Ability to work independently and proactively in a fast paced, high growth environment
Position Filled
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