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Service Desk Technician I

2 months ago

Los Angeles, United States Mannassi IT Solutions Full time
Job DescriptionJob Description

Mannassi IT Solutions is looking for a Service Desk Technician to join our team

We are a Managed Services Provider seeking an individual to fill the role of Service Desk Technician I in our West Hills office. This individual will work with our service desk team, and act as a first responder for customer related issues reported via our ticketing system, or via phone. We strive to keep up with new technologies and are continuously expanding our portfolio.

We offer the highest level of support for our managed clients, and work as a team to ensure our goals of SLA response times, and client satisfaction are met.

An excellent Service Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Good customer service etiquette on phone and email, and patience to deal with difficult customers are a must.

Essential Duties & Responsibilities:

  • Answers inbound customer requests submitted via phone or ticket system.
  • Provide desktop & end-user support for both Hardware and software related issues.
  • On-site and in house technical support of Mannassi IT Solutions clients.
  • Install and configure computer hardware, operating systems, and applications in various computing environments (cloud, on premise).
  • Assist in deployment of new or existing services
  • Utilize ticketing system (Autotask) to manage, resolve, document, escalate issues, and communicate professionally with the client and our service desk team. Adhere to customer service SLAs and ensure prompt response times.
  • Assist with managing & implementing maintenance & patching.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Work with senior level admins to determine and resolve high level problems.
  • Collaborate with other staff members when presented with a challenge beyond your expertise, while learning from theirs.
  • Provide detailed notes of work performed and collaborate well with other team members.
  • Any other duties as assigned.

Consults With:

Owners and C-Levels, Mannassi Sales Team, Various levels of client IT staff, Mannassi Engineers and Project Management, contractors, and vendors.

Skills/Qualifications

Demonstrated experience with the following disciplines:

  • Microsoft Windows Server and Desktop OS.
  • Apple / iOS.
  • Microsoft 365 and Google Workspace (Hosted Mail and related applications).
  • VOIP telephony setup and administration.
  • Mobile device setup and troubleshooting (iOS and Android).
  • Antivirus and Malware removal.
  • Proficient in the use of remote-control utilities and RMM tools
  • Knowledge of networking concepts and troubleshooting
  • Industry standard backup products.
  • MSP experience and familiarity with related tools (Autotask, Datto, etc.) is a big plus.
  • Excellent verbal and written communication skills.
  • The ability to take initiatives and work independently without constant supervision and also be a team player.
  • Attention to detail with the ability to maintain accurate documentation.
  • Able to identify and organize tickets according to priority.
  • Ability to learn and document processes of third-party applications that you might not be familiar with.
  • Reliable, on-time, personable and client focused.
  • Good interpersonal skills to resolve client issues internally and externally.
  • Entrepreneurial work ethic with the ability to multitask in a fast-paced environment.
  • Safely lift and carry 50 lbs.
  • Have reliable transportation, as onsite for client repairs as needed.
  • Education degree, or minimum of 3-year client facing information technology experience.

What Mannassi can offer you:

No two days are the same – you will be learning about new technologies and building your skills.

A work environment that fosters teamwork, recognition for your work and contributions, training, professional and personal growth opportunities.

A supportive executive team that directly engages with the business and its employees and clients.

Employment with a stable company that has been in business for 28 years with a recognized and respected industry reputation.

Career development - as we grow, opportunities for you to grow may be available.

We look forward to meeting you

Why Join Mannassi IT Solutions?

“Learn and cultivate valuable new skills with the help from a team of unique and talented IT professionals in the growing field of Managed IT Services.”

About Mannassi IT Solutions:

Since our founding in 1996, we have supported companies throughout California, the United States, Canada, Vietnam, China, Australia, Dubai and Europe with our unique brand of comprehensive, affordable, and personalized IT solutions tailored for small, medium, and enterprise companies.

Our Los Angeles location is based in West Hills, California Compensation will depend on skills and experience.

Opportunity for career path Promotions.

We look forward to your application

Company DescriptionMannassi IT SolutionsCompany DescriptionMannassi IT Solutions