Systems Support Assistant, Sr. jobs in Medford, OR

Lifeline is the #1 Managed Service Provider (MSP) in the region! We are a locally owned, dynamic company looking to add to an already awesome staff and work culture!   We have been in business for 20 years with steady and progressive growth.

We have very high expectations for our staff.  Do you have what it takes to join our team, and help take us to the next level?  Will you exceed our expectations?  If so, then please apply. 

Some company perks:

• Dynamic and unique work environment
• Very competitive salaries
• Bonuses & profit sharing
• Total Benefit Package (Health Insurance, 401K (w/ employer matching, Paid vacation holidays sick time
• Employer paid continuing education / certification programs
• Paid health club membership

General Summary
The Systems Support Technician I is responsible for handling first level support of service requests.  This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities

• Act as the single point of contact to the customer for all types of service requests
• Schedule field technical resources on the ConnectWise dispatch portal when necessary
• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Support of disaster recovery solutions
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Terminal Services, and RDP
• System documentation maintenance and review in ConnectWise and IT Glue
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests: Tickets need to be addressed within 30 min. of assignment to you.
• Ability to work in a team and communicate effectively
• Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise

​Expectations

• Communicate very well, all the time
• Excellent attention to detail
• "Extreme Ownership" attitude
• Self-motivated with a desire to help others in a fast-pace environment

Salary Range

• $55,000 - $65,000
• Full Benefits
• This is a full time, exempt, salaried position
• General work hours will be M-F 8:00am – 5:00pm