Tier 1 Managed IT Technician

Duties And Responsibilities

• Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)
• Identifies, researches, and resolves technical problems of moderate complexity.
• Responds to telephone, email, and online requests for technical support.
• Documents, tracks, and monitors the client’s problem using applicable systems and tools.
• Collaborate with other teams or departments to resolve service tickets.
• Assist in the delivery and onboarding of Managed IT services.
• Escalate unresolved issues to Tier II support level.

Core Competencies

• Teamwork - Interacts with people effectively, shares and receives information, cooperates within the group, supports group decisions, and puts group goals ahead of own goals.
• Motivation - Displays energy and enthusiasm, commits to putting in additional effort, maintains high level of productivity, and self-direction.
• Problem Solving - Analyzes problems by gathering and organizing all relevant information, identifies cause and effect relationships, and comes up with appropriate solutions.

Skills And Qualifications

• Education and Experience - Associates Degree in either Computer Science or IT is preferred; minimum one-year experience in a technical support or help desk center is preferred; CompTIA A+ Certification is preferred.
• Skills - Knowledge of Microsoft Windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications; ability to prioritize and multitask assigned issues in a fast-paced work environment; positive attitude of customer service and integrity; must be able to communicate with customers in a professional manner; demonstrated problem troubleshooting, root cause, and resolution skills.

Pay

This position is eligible for a bonus program.