Desktop Support Technician

About The Company

Solvere One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth while reducing the cost of IT ownership. We provide executive-level, white-glove support.

Opening

Solvere One has an open position for an Onsite Help Desk Technician to provide support to one of our clients located in Baltimore, MD. The duties of the position include fielding incidents via phone and email from client users. The Onsite Help Desk Technician is responsible for resolving all Tier 1 and passing all other requests on to tier 2 and Tier 3 technicians. The technician will also work on projects assigned by internal client IT staff. Employee will be expected to interact with users onsite daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required. Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment. This role reports to the Service Delivery Manager.

Position Requirements

• Identifies, diagnoses, and resolves Tier 1 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.
• Provides one-on-one end-user problem resolution for company-approved Personal Computer (PC) software.
• Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals.
• Diagnostics and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems.
• Captures and escalates all Tier 2 and Tier 3 incidents in a timely manner.
• Updates and maintains hardware inventory Audio/visual support for conference and training room equipment.

Required Technical Experience

• Microsoft Windows Desktop OS installation and support
• Apple / Mac Desktop OS installation and support
• Microsoft Office 365 administration and support
• iPhone / Android troubleshooting
• Multi-factor Authentication configuration and support

Preferred Technical Experience

• ConnectWise Manage
• ConnectWise Automate IT
• IT Glue
• Sophos suite of solutions

Pay

This is a full-time, salaried position. Salary commensurate with experience.

Benefits

• 401K
• PPO healthcare
• dental
• vision
• paid vacation