IT Support Specialist

3 days ago


Altoona, Pennsylvania, United States Berry Solutions Group Full time
Job Overview

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.
Requirements
  • 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.
Preferred Skills and Experience
  • 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.
Company Benefits
  • Retirement Plan Options
  • Health Insurance
  • Paid Time Off
  • Holiday Observances

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