LEVEL I IT SUPPORT / HELPDESK TECHNICIAN

About the role

The primary role of the Level I IT Support / Helpdesk Technician at Document Solutions is to provide Level 1 IT service to customers. This includes receiving incoming service tickets, resolving technical issues, and communicating with customers throughout the process.

Responsibilities

• Act as the first point of contact to the customer for all service requests
• Cook up and schedule IT support tickets to ensure maximum utilization of billable resources
• Review incoming service tickets (via telephone, email, etc) and assign to the appropriate resource
• Communicate with customers as necessary, keeping them informed on service ticket progress
• Resolve incoming Level 1 Service Tickets and see them through to completion
• Troubleshoot daily Level 1 Service issues via remote support tools
• Perform on-site hardware repairs / new installations as necessary

Requirements

• A clean NJ Driver’s license
• At least 1 year of MSP helpdesk experience (or equivalent)
• Knowledge of Microsoft Operating Systems / Office Applications / Ethernet Networking
• Ability to troubleshoot IT issues quickly and efficiently
• Ability to stay current with ever-changing technology and IT solutions
• Excellent communication and customer service skills
• Enthusiastic positive attitude
• Self-motivation with strong initiative to succeed

Qualifications

• IT Certification is a plus (CompTIA, Microsoft, etc)

Benefits

• Excellent salary
• Open opportunity for advancement
• Company supplied uniform
• Ongoing training opportunities
• Outstanding benefits package (incl. medical and dental coverage)
• 401(k) plan with matching company contribution
• Profit Sharing Plans
• Paid vacation time