IT Support Specialist
3 days ago
Berry Solutions Group is a leading IT Managed Service Provider that prioritizes exceptional customer service. We strive to deliver high-quality solutions, excellent integrity, and outstanding service to our clients.
We are seeking an entry-level IT Service Desk Support Analyst to join our internal help desk team. The successful candidate will be responsible for providing Level 1 Help Desk Triage and Support, learning and understanding our ConnectWise Manage Ticket System, and communicating effectively with our customers through various channels.
Key Responsibilities- Provide timely and effective support to customers via phone, email, and ticketing system.
- Learn and understand our ConnectWise Manage Ticket System to efficiently manage support requests.
- Communicate clearly and professionally with customers to resolve issues and escalate as necessary.
- Perform weekly check sheets to maintain a healthy customer environment.
- Setup and provision laptops, desktops, and other endpoint devices for customers and internal staff.
- Provision user accounts using Active Directory.
- Create, review, and modify Standard Operating Procedures and Knowledge Base articles.
- Verify monthly reporting for customer distribution.
- Provide patch compliance using our endpoint management solution.
- Assist in deploying endpoint management agents.
- Associate degree in information technology or 1-2 years of experience working in an IT help desk environment.
- Strong written and communication skills.
- Ability to perform basic time and task tracking.
- Ability to read knowledge base articles and follow instructions.
- Familiarity with malware, antivirus, and other security solutions.
- Team player with excellent communication skills.
- Previous experience working for an IT Managed Service Provider.
- Previous experience with remote monitoring and management solutions.
- Familiarity with ConnectWise Manage and ConnectWise Automate.
- Strong organizational and multi-tasking skills.
- Familiarity with ITIL methodologies with respect to ITSM solutions and Change Management.
- Retirement Plan Options
- Health Insurance
- Paid Time Off
- Holiday Observances
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