JCA Direct, LLC is a nationally expanding network, IT reseller, Nationwide Placement Firm and solution provider that services for some of the largest corporate, government, and educational clients in the US. JCA Direct partner with Tier 1 manufactures include: VMware, Microsoft, APC, Cisco, Symantec, Samsung and all of the hottest trends that the industry offers.

JCA Direct business model revolves around our partners, employees and our clients. We proudly deliver IT procurement and professional services nationwide, ensuring our respectable clients decreasing cost and time with gaining experiences and efficiencies each time our client that’s working with us.

JCA Direct client is currently accepting applications for their Service Desk. The position provides Tier 2 remote technical support to the client end-user community. This is an intermediate technical position that operates within a team of other Service Desk personnel providing support for workstation software\hardware components, including support for Microsoft centric networks. General IT professional services industry knowledge, strong troubleshooting skills, exceptional technical capabilities, excellent communication, incident and problem management skills are required. Work is performed with little supervision and requires judgment and initiative. Advance Networking and Infrastructure, experience with Microsoft A/D administration, Exchange, Citrix, Cisco and Database knowledge are a plus.

JCA Direct Client is currently have openings for Helpdesk Support of increasing skill levels, 1 – 3+ (no true entry-level candidates need apply at this time).

Key Responsibilities

-Respond to incoming service requests promptly and in a professional manner
-Provide telephone, email, and remote support to clients on all hardware and software issues
-Support includes installation and testing of computer systems and peripherals within established standards and guidelines
-Serve as an escalation point for complex technical issues
-Manage work using a ticketing system
-Monitor progress with client and provide feedback to all parties involved
-Participate in on-call rotation with other support personnel

Qualifications/Required Skills:

-Exceptional customer service skills
-Excellent communication, organization, and troubleshooting skills
-Minimum two years in help desk, phone support, or customer service environment
-Demonstrated knowledge of personal computers, peripherals and operating systems
-Experience with desktop and LAN/WAN environments- Windows workstation, MS Office, HP, Compaq, etc.
-Demonstrated knowledge of email systems (preferably MS Exchange and/or Office365) and remote application services (RDS).
-Knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
-Must have an understanding of technical support practices such as ticket documentation, service level agreements, and escalation processes.
-Strong command of the English language (speaking and writing).
-2 or 4 year college degree, preferred
Experience\Certifications (Two Desired):
A+\Network +
MCDST
MCP –Desktop, Server, Messaging, other
MCSA or MCSE
HDI-SCA or similar service desk agent certification
CITRIX
VMWARE
CCNA/CCNP (other Cisco)

All your information will be kept confidential according to EEO guidelines.