MSP Help Desk Technician

Job Responsibilities

• Provide 1st level contact and problem resolution for all internal and external customers related to hardware, software and applications
• Actively monitor all IT services and address and/or escalate issues
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
• Aid in the creation and maintenance of Standard Operating Procedures for all repeatable scheduled tasks
• Create and maintain an inventory and check in/out procedures for Trust Tech hardware resources used by Professional Services staff
• Assist in the scheduling coordination of engineering staff
• Review and update Help Desk documentation as assigned
• Review and recommend modifications to procedures with management
• Gather, input and analyze data for regular reports distributed to internal and external customers
• Courteously obtain and convey concise problem information for internal and external customers
• Accurately and timely log problems and resolution for problems in the Service Order management system(s)
• Escalate problems as appropriate following established policies and/or procedures
• Act as a liaison between customers and engineering staff to ensure accurate problem interpretation
• Maintain communication with customers during the problem resolution process
• Maintain in-depth knowledge of Help Desk supported products and services
• Test and report results of testing conducted on new services and/or changes to existing services scheduled for release
• Work with management to identify available Help Desk training that will enhance and improve support delivered to customers
• Additional duties as assigned

Requirements

• 3+ years of experience in end user support/help desk environment
• Outstanding communication skills and the ability to provide IT services by telephone, email, face to face or virtually
• Required industry certifications include any combination of - CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA) IT Infrastructure, Microsoft Office Specialist (MOS), Microsoft Certified Solutions Associate (MCSA), ITIL Foundation
• Certifications associated with products & services offered by Trust Tech
• Advanced support/troubleshooting knowledge of the following: Microsoft Windows, ChromeOS, and iOS Operating Systems, Internet browsers including but not limited to IE, Chrome, and Firefox, Productivity software such as Microsoft Office and Adobe Acrobat, Virus and system health monitoring and remediation, Data backup solutions and services, Desktop and laptop computer hardware and peripherals, Printer support, Basic to intermediate support/troubleshooting knowledge of the following: TCP/IP networks, DNS, DHCP, Firewall concepts and configuration, Switching concepts and configuration, Routing concepts and configuration, Microsoft Server 2008 R2 and newer, Virtualization technologies (VMWare, Hyper-V), Cloud service concepts