Technical Support Analyst

2 weeks ago


New York, New York, United States MTS Pro Services Full time

About Us:
MTS Pro Services is a dedicated organization specializing in Mac-centric IT solutions, offering a comprehensive range of managed services and infrastructure projects tailored for various business and educational clients. Our team is composed of passionate professionals who prioritize a positive work culture and customer satisfaction.

Position Overview:
We are currently seeking a Tier 1 IT Support Specialist to assist our clients in the Professional Services division. This role involves monitoring Help Desk ticketing systems, responding to support inquiries via various channels, and performing initial troubleshooting to resolve client issues efficiently.

Key Responsibilities:

  • Deliver professional and courteous technical assistance through chat, email, and phone.
  • Provide on-site support for managed clients as required.
  • Accurately document incidents in the Help Desk ticketing system.
  • Maintain a calm and helpful demeanor while addressing customer concerns.
  • Communicate technical solutions clearly and set appropriate expectations.
  • Utilize support utilities for remote troubleshooting and issue resolution.
  • Contribute to the development of Help Desk and Knowledge Base documentation.
  • Enhance the department's reputation by taking ownership of new requests and exploring opportunities for improvement.
  • Perform additional job-related duties as necessary.

Qualifications:

  • Minimum of 1 year experience in troubleshooting and supporting Mac/iOS devices in a professional setting.
  • Strong verbal and written communication skills.
  • Apple Certified Support Professional (ACSP) certification is preferred; candidates must be willing to obtain this certification within 3-6 months of employment.
  • Other relevant certifications such as CompTIA A+, Net+, or Google IT Support Certification are advantageous.
  • Ability to collaborate effectively in a fast-paced environment.
  • A High School Diploma and a valid driver's license are required.

Compensation:
The salary range for this position is $45,000-55,000 annually.



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