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Technical Support Specialist

2 months ago

Sterling, Virginia, United States Solvere OneHouseCall Full time
Job Overview

Company Overview

Solvere One is a distinguished Managed Service Provider (MSP) renowned for its focus on network security and proactive management solutions. We pride ourselves on forming strategic partnerships that enhance business security, productivity, and growth while optimizing IT costs. Our commitment to delivering exceptional, executive-level support sets us apart in the industry.

Position Summary

We are currently seeking a Help Desk Technician, Tier 1, to deliver support from our headquarters. This role involves addressing incidents via phone and email from end-users. The Help Desk Technician Tier 1 is tasked with resolving all tier 1 issues and directing more complex requests to Tier 2 technicians.

Our technicians are expected to engage with clients remotely on a daily basis, necessitating a high level of professionalism and courtesy. Strong verbal and written communication skills are essential for success in this role.

Ideal candidates will be self-motivated, proactive, and eager to contribute positively to the organization while thriving in a dynamic environment.

This position reports directly to the Service Delivery Manager.

Key Responsibilities:

  • Identify, diagnose, and resolve Tier 1 incidents related to personal computer software and hardware, local networks, the Internet, and emerging technologies in a call center setting; communicate solutions effectively to end-users.
  • Provide one-on-one problem resolution for company-approved Personal Computer (PC) software via phone.
  • Assist in the delivery, tagging, setup, and configuration of end-user PC desktop hardware, software, and peripherals.
  • Diagnose and resolve issues related to end-user network or local printers, PC hardware, email, Internet, and third-party applications.
  • Coordinate timely repairs of PC equipment covered by third-party vendor maintenance agreements.
  • Perform minor repairs on desktop hardware for equipment not covered by vendor agreements.
  • Document all time and maintain up-to-date records in the PSA Platform in real-time.
  • Identify, document, and escalate Tier 2 and Tier 3 incidents promptly.

Required Technical Skills:

  • Installation and support of Microsoft Windows Desktop OS
  • Installation and support of Microsoft Office 365

Preferred Technical Skills:

  • Experience with ConnectWise Manage
  • Experience with ConnectWise Automate
  • Familiarity with IT Glue

Benefits:

We offer a comprehensive benefits package including 401K, PPO healthcare, dental, vision, and paid vacation.

All individuals hired will be required to verify their identity and eligibility to work in the United States and complete the necessary employment eligibility verification document form upon hire.

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