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IT MSP Tier I Technician

IT MSP Tier I Technician

Computer Business SolutionsPompano Beach, FL, US
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Job Summary

We are seeking a skilled and customer-oriented Managed Service Help Desk Technician to join our dynamic team. As a Managed Service Help Desk Technician, you will be responsible for providing exceptional technical support and assistance to our clients. Your primary role will be to troubleshoot and resolve various IT-related issues, ensuring the smooth operation of our clients' computer systems, networks, and software applications. This position requires excellent problem-solving skills, a strong customer service mindset, and the ability to work in a fast-paced environment.

Responsibilities

  • Serve as the first point of contact for clients\' technical support requests via phone, email, or ticketing system.
  • Provide timely and accurate technical assistance to clients, resolving hardware, software, and network-related issues.
  • Troubleshoot and diagnose problems, perform root cause analysis, and develop effective solutions.
  • Escalate complex issues to the appropriate team members or vendors for further investigation and resolution.
  • Maintain detailed documentation of client interactions, technical issues, and resolutions in the help desk ticketing system.
  • Collaborate with team members to identify trends and recurring issues, and suggest improvements to enhance service quality and efficiency.
  • Assist in the setup, configuration, and maintenance of clients\' computer systems, software applications, and network devices.
  • Stay updated on the latest industry trends and technologies to provide up-to-date support to clients.

Requirements

  • Previous experience in a help desk or technical support role, preferably in a managed service provider (MSP) environment.
  • Knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.
  • Familiarity with computer hardware, printers, network devices, and basic networking principles.
  • Excellent problem-solving skills with the ability to analyze and resolve technical issues effectively.
  • Strong customer service orientation with excellent verbal and written communication skills.
  • Ability to work independently and prioritize tasks in a fast-paced environment.
  • Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.
  • Benefits

  • Competitive salary
  • Health insurance
  • Paid time off
  • 401(k) matching
  • Training & development
  • Wellness resources
  • Please note that this position requires working from our office location and is not a remote or work-from-home opportunity.

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