Managed Services Help Desk Technician

1 day ago

Bellevue, Washington, United States NerdsToGo Inc Full time
Job Summary

We are seeking a highly skilled Help Desk Technician to join our team at NerdsToGo Inc. As a Help Desk Technician, you will be responsible for providing first-level technical support to our customers, resolving issues efficiently, and ensuring a seamless service experience.

Key Responsibilities
  • Deliver first-level support to customers through various channels, including phone, email, and remote access tools.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Assist with network troubleshooting, including addressing issues with routers, switches, and Wi-Fi connections.
  • Deliver technical training to our customers with grace.
  • Perform basic troubleshooting and maintenance of PC hardware and software, identifying issues and implementing solutions.
  • Act in the role of liaison for our customers with their other technical vendors.
  • Manage and maintain Active Directory and Azure AD environments.
  • Support users in managing their applications and software, including M365 and email.
  • Contribute to the team by sharing knowledge, training, and supporting Technicians.
  • Utilize Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) tools to efficiently manage tickets and support requests.
Requirements
  • A foundational degree or certification in a technology-related field, or equivalent practical experience.
  • At least 2 years of experience in a technical support or help desk role, with a proven track record of resolving customer issues effectively.
  • Basic knowledge of PC troubleshooting, including familiarity with Windows and Mac OS.
  • Understanding of networking concepts and devices (routers, switches, firewalls).
  • Excellent communication and customer service skills, with the ability to explain technical concepts in a clear and understandable manner.
  • Valid driver's license for potential on-site client visits.
Preferred Qualifications
  • A+ certification or similar foundational IT certifications.
  • Experience with ConnectWise Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools.
  • Ubiquiti networking experience.
  • Prior experience in a customer service role, particularly within a technology or managed services environment.
Why Work with Us
  • Opportunity to join an incredible company that values people and results.
  • Make a significant contribution to our history-making journey.
  • Be a part of a supportive and caring team that prioritizes learning and growth.
  • We take fun to another level, are infectiously positive, and truly care about one another.
  • Competitive benefits, including health insurance, vacation, paid holidays, and commission.
  • Unlimited coffee, healthy (or unhealthy) snacks, and popcorn.
  • So much variety- if you enjoy not doing the same thing every day, you'll absolutely thrive in this role.

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