Help Desk Technician

2 months ago


Memphis, United States MAC Staffing Group Full time
Specific responsibilities include:
  • 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.
Required skills:
  • 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.
Preferred skills, certifications, and/or experience:
  • Must have strong verbal, written, and interpersonal communication skills
  • Ability to obtain and maintain industry standard professional-level certifications such as below:
  1. Cloud solutions: M365, Azure, AWS
  2. Virtualization: VMware, Citrix, Hyper-V
  3. Microsoft: Windows Server, MCSA
  4. Networking: Network+, CCNA, CCENT
Education:
  • 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
Additional Information:
Travel: Local travel; up to 30%, as needed for field visits to support our clients
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