IT Technician

Job DescriptionJob DescriptionJob 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.

We offer competitive compensation, a comprehensive benefits package, and opportunities for professional growth and development. If you are passionate about technology, possess excellent problem-solving skills, and thrive in a customer-centric environment, we would love to hear from you.

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