Help Desk Technician
2 months ago
- Answer incoming calls, emails, and chat messages in a timely and professional manner.
- Actively listen to customer issues and questions, ensuring a clear understanding of their needs.
- Troubleshoot and resolve basic technical issues related to systems, networks, and applications.
- Provide exceptional customer service by addressing client inquiries and concerns.
- Provide onsite support to clients for issues that require physical presence.
- Minimum of 1 - 2 years of MSP Technical Support or 2 - 3 years of IT experience
- Knowledge of Windows and MacOS Desktop Operating Systems.
- Knowledge of Active Directory and Entra ID
- Experience with troubleshooting hardware and software issues remotely.
- Experience developing and maintaining documentation.
- Experience with change management, and customer service.
- Ability to work on multiple assignments simultaneously.
- Must have strong verbal, written, and interpersonal communication skills
- Ability to obtain and maintain industry standard professional-level certifications such as below:
- Cloud solutions: M365, Azure, AWS
- Virtualization: VMware, Citrix, Hyper-V
- Microsoft: Windows Server, MCSA
- Networking: Network+, CCNA, CCENT
- High School diploma or GED equivalent required
- Bachelor's degree in information systems/computer science or 1+ years applicable help desk role preferred.
- Experience with Datto RMM and Autotask is a plus
- Experience with a Managed Service Provider (MSP) is a plus
Travel: Local travel; up to 30%, as needed for field visits to support our clients
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