Job description

Direct Technology is looking for a skilled Service Desk Analyst to join our IT Services team assisting our Roseville office as well as client sites in the Sacramento Area. This position would be in integral part of our fast-growing team and is a great opportunity for someone looking to grow and advance their career in IT. At Direct Technology, we understand that people drive technology, not the other way around. We know technology is supposed to make our lives easier and our work more productive. We believe, in the age of machines, humans make all the difference. That’s why we focus on serving the human side of tech.

We are looking for someone to help our IT team support our clients and internal customers – ultimately driving and facilitating Enterprise Level IT Support and Customer Service!

Responsibilities:

• Primary duty is to answer Client phone calls, emails, instant messages (multi-tasking) respond to or open tickets, for each request or incident, resolve Client issues as quickly as possible and confirm resolution directly with Clients.
• Perform other desktop support functions as required to support Internal and External Clients
• Identify and resolve recurring problems and trends as part of root cause analysis
• Documentation of client system configurations and procedures for maintenance
• Provide regular and ad-hoc client reporting for Tech Support, Managed Services and Hosting
• Build, implement, monitor and respond to; system, network, application and data base monitoring alerts
• Collaborate with system engineering staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
• Identify and resolve recurring problems and trends as part of root cause analysis.
• Perform server system audits, upgrades, maintenance and reports.
• Project-based server maintenance, upgrades and installations.

Qualifying Requirements:

• Previous relevant experience in Service Desk, Help Desk or Technical Support roles.
• Administration and use of commercial ticketing (Autotask, Remedy, etc.) system experience.
• Experience supporting Microsoft Windows environments.
• Operational/administrative knowledge of Microsoft Active Directory, Exchange and Terminal Services.
• Associates Degree or above in an IT-related field preferred

Nice to have:

• Microsoft (MCITP/MCDST/MCSE/MCSA) certifications.
• Apple Certified Support Professional (ACSP)
• CompTia Certifications
• Experience with Microsoft System Center 2012.
• Datto RMM/ Autotask experience
• Previous work history and experience with an MSP or IT consulting firm.

Educational Requirements:

• Candidates must have bachelor’s degree from an accredited university OR the equivalent combination of education and experience.

About Us:
Direct Technology, founded in 1995, is one of the largest privately Veteran owned and operated custom software development firms on the West Coast, headquartered in Roseville, CA with additional offices in Bellevue, WA and Plano, TX. Direct Technology’s unparalleled level of knowledge and expertise solves its client’s most complex business problems with technology solutions across the following practice areas: Custom Software Development, IT Networking and Technical Staffing.

Direct Technology is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

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