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 additional effort, maintains high productivity, and self-directs.
• Problem Solving: Analyzes problems by gathering and organizing relevant information, identifies cause and effect relationships, and comes up with appropriate solutions.

Skills And Qualifications

• Education and Experience: Associates Degree in Computer Science or IT preferred, minimum one-year experience in technical support or help desk center, CompTIA A+ Certification 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 in a fast-paced environment; positive attitude of customer service and integrity; demonstrated problem-solving, root cause, and resolution skills.