IT Helpdesk Technician - Level 1 - Managed Services

Job Description

A values-driven company with solid growth potential and advancement and salary progression opportunities is seeking an IT Helpdesk Technician.

We help businesses and people be successful, effective, and efficient through IT services and solutions.

As an IT Support Technician, you will be responsible for the day-to-day preparation and operation of the Technology functions for our customers such as Internet connectivity, network equipment, installations, computer software, security, and hardware. You will work closely with a team that works with all our clients. You will be required to expedite requests and issues as applicable by our team. HYBRID ROLE- Remote and in-person.

Essential Functions

Handles physical tasks involving placement and setup of systems and network equipment.

Troubleshoots computer systems, servers, printers, networking equipment, line of business applications, VOIP phones, IP cameras

Provides on-site support to internal and external clients, staff, and tenants.

Follows detailed instructions and works independently as necessary; meets all setup timelines/deadlines.

Coordinates desktop moves/deployments, application upgrades, and new office setups.

Diagnoses and resolves problems on all types of technology-related hardware, software.

Maintains accurate trouble ticket creation, documentation, and time entries

Performs well under pressure and provides excellent customer service

Works standard business hours Monday – Friday, with occasional requirement for support during nights or weekends

Desired Qualifications

High School Diploma or equivalent (BA/BS Degree Preferred in Information Technology or Computer Science) A+, Net+/CCNA, M365/Azure Certifications a plus

A minimum of 2 - 4 years of related work experience

Experience in a customer service environment

Knowledge of good customer support practices and procedures

Excellent communications skills

Punctual and professionally attired

Well-versed in all aspects of support for Windows 10/11, Microsoft Office, and other standard business applications

Experience with Windows Domains, Active Directory, Group Policy, File Server

Experience with Hyper-V or VMWare

Experience with Microsoft 365, Microsoft Azure, SharePoint, and Exchange Online

Experience configuring Cisco ASA, UniFi, Fortinet, SonicWall, Sophos or other networking hardware

Experience supporting TCP/IP data networks and network infrastructure.

Ability to terminate Cat5e/Cat6 cabling to RJ45 and 110 Punchdown panels and jacks is a plus

Excellent understanding of network cabling, patch panels, network switches, wireless networking devices, Ethernet extenders, cable testers, etc.

Ability to trace, troubleshoot, and repair network cabling problems

Ability to lift at least 50 lbs.

This position reports directly to the VP of Managed Services with a significant opportunity for growth

**Values of XIT Solutions**

Positive Intent – We start with the assumption of positive intent. People are driven to do what they believe is right. No one came to work to ruin anyone’s day.

Communication – Professional and effective communication that is Clear, Simple, and Compelling

Empowerment – We are a company of action and empower each other to make decisions through trust and clear decision rights.

Performance-Based – We perform with excellence. We have a responsibility to our company and customers to perform and make every decision a success.

Success – We are driven to help you succeed. Our success is your success.

Sustainable – We will be a culture of efficiency, effectiveness, and sustainability.Company Description

We help businesses and people be successful, effective, and efficient through IT services and solutions.