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 salaryHealth insurancePaid time off401(k) matchingTraining & developmentWellness resourcesPlease note that this position requires working from our office location and is not a remote or work-from-home opportunity.
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