IMPACT is the leading IT and technology services firm that provides all-inclusive and complete IT, Document Solution, Voice and Web solutions to businesses, non-profits, municipalities, and schools in Maryland, Delaware, and Virginia. IMPACT provides its unique approach in delivering its solutions from years of discipline converged into clear standards for support.
IMPACT and all its team members love technology and its ability to improve lives, improve processes, and improve businesses. We infuse technology innovation in our solutions, support and clients to allow organizations to improve and facilitate enhanced processes, better outcomes and provide solutions that allow technology to work in the customer’s favor.
A Systems Engineer designs and implements systems that exceed customer expectations by maximizing uptime and limiting ongoing support requirements. They constantly monitor and maintain tier 2 systems while looking for innovative ways to improve services and standards across all clients. When needed remediate tier 2 support requests in an expedient and friendly manner. Provide training and guidance for tier 1 technicians in resolution and understanding of tier 2 issues. Advises sales team as to technical requirements for new clients or projects.
The Goals of a Help Desk Technician are:
- Ensure uptime
- Maintain integrity of client networks
- Work with team members and clients in a personable way
- Provide best solutions for clients
- Find innovative ways to better client networks
Desired Skills and Expertise
- In depth understanding of technological infrastructure
- Advanced troubleshooting skills
- Clear communication skills
- Personality that encourages interactions