Service Desk Technician

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We are Sourcepass, an IT consulting company (MSP) with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, that tailor the right technologies to specific industries and business strategies. Sourcepass aims to be different. It is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.
Sourcepass has acquired and continues to acquire companies across all avenues of technology bringing more than 40 years of expertise to all of our service areas.

Today, Sourcepass comprises over six hundred employees serving more than two thousand clients across twenty unique vertical markets. And the best is yet to be.

Our achievements speak for themselves: named to the Inc. 2022 Best in Business list, honored with two 2023 Stevie® Awards, listed on CRN’s 2023 Solution Provider 500, and recognized in Gartner’s 2024 Magic Quadrant™. Most recently, we were awared PAX8’s 2024 Partner of the Year and designated as Microsoft CoPilot MVP. We take pride in these accolades and continue to push boundaries in the IT consulting industry. Join us and be part of our journey toward even greater accomplishments.

POSITION SUMMARY

As a Service Desk Technician, you will be responsible for working closely with our clients, providing advanced Level II IT knowledge, tools, and problem-solving skills to determine, diagnose and solve all IT-related issues. This is a fully remote position with various shifts in the Eastern Time Zone.

RESPONSIBILITIES

Set up workstations with computers and necessary peripheral devices (routers, printers etc.)   
Check computer hardware (HDD, mice, keyboards etc.) to ensure functionality 
Install and configure appropriate software and functions according to specifications  
Diagnose and maintain local networks in ways that optimize performance
Ensure security and privacy of networks and computer systems
Provide orientation and guidance to users on how to operate software and computer equipment 
Organize and schedule diagnostic testing around client availability to inhibit impact 
Perform troubleshooting to diagnose and resolve problems (repair or replace parts, etc.)   
Maintain records of support interactions and time spent in ConnectWise (communication, diagnostics tests / results)   
Identify and document computer or network equipment warranty issues and communicate them internally.   
Act as a liaison between Vendors and clients for open vendor support requests

DESIRED SKILLSET/EXPERIENCE

Technical Support Experience: 3-5 Years (Preferred)   
Experience working with Azure (A plus)   
Experience working with Office 365 (Preferred)   
Experience working with SonicWall devices (Preferred)   
Experience working with HP Devices (Preferred) 
Ability to communicate effectively
Ability to Prioritize multiple tasks effectively 
Ability to work in a fast-paced environment
Ability to work independently and in a team environment 
Proven Experience as a Technical Support Analyst or relevant position  
CompTIA A+ and Network+ will be required within 1 year of hire.

Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications desirable.