IT Helpdesk Technician

Job Description

Top Skills' Details

Provide technical support and troubleshooting for end-users, focusing on Windows operating system, Windows Server, and Managed Service Provider (MSP) environment. Collaborate with a team of IT professionals to ensure efficient operations and user satisfaction.

Job Description

-Respond to and resolve incoming support requests from clients via phone, email, or ticketing system

-Perform routine IT tasks such as user account management, software installations, and device configurations

-Assist with the implementation and maintenance of cloud-based technologies like Azure AD (add/remove and make changes)

-Really want someone who has worked in an MSP experience

-Autotask - Ticketing Systems

-Working with multiple clients

-Collaborate with system engineers on more complex issues or new environment setups

-Provide a high level of customer service and act as a point of contact for clients

-All the inbound calls and tickets are going to flow through our operations team. They have a service coordinator that's a dispatcher and a lot of MSPS call the dispatcher, but she's assigning tickets. So the tech is really just working for their calendar.

Additional Skills & Qualifications

• Strong computer hardware, software, and network troubleshooting skills (primarily Windows environments)

• Has a passion for computers and technology, and a desire to help others

• Is comfortable meeting and speaking to new people

• Excellent listening skills to understand client IT problems

• Excellent time management and organization skills, works well under pressure

• Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution

• Has a high attention to detail, works well with others, and can follow instructions, SOPs, etc.

• Available Monday – Friday 8am – 5pm

• Willing and able to work some evenings and weekends

Essential Functions:

• Provide remote and occasional onsite IT technical support to client end users with the highest quality in customer service

• Create and process all customer service requests to resolve client issues in a timely fashion

• Perform onsite technical support and system installation at client sites as needed

• Utilize research tools for reviewing client documentation as needed in support activities

• Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting

• Thoroughly document all client support services and troubleshooting on support tickets with items such as specific steps taken to resolve & troubleshoot issues

• Complete technical support projects and tasks as assigned by manager

• Perform timely follow up activities with clients by email or phone to verify success of support activities when client was unavailable for review at the time of service, for example after hour service

• Attend company meetings as required

Knowledge & Experience:

• Minimum 2-4 years experience working for a Managed Services Provider and/or working for an IT consulting firm

• Experience with Support Desk Ticketing systems (AutoTask, ConnectWise, Kayako, Remedy, etc.)

• Excellent problem-solving skills to be able to efficiently work client issues to resolution

Full-time