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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Managed Services Help Desk Technician - **Company:** Stratix Systems, Inc. - **Location:** Wyomissing, PA, United States - **Salary:** $38,000.0 - $50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Information Systems, Electronic Mailing, PC Tools, IBM Notes, Microsoft Office, Microsoft Software, Web Applications, Data Logging, Information Technology - **Published:** July 8, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=bc2bac82fd494338 ## About the Role * Technical knowledge * Excellent verbal and written communication skills * Excellent customer service skills * Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario EDUCATION and EXPERIENCE: * Two-year college degree in computer science or information systems or Technical School, with up to two years related experience; or equivalent combination of education and experience is desired. COMPUTER SKILLS: * Strong personal computer skills including electronic mail, record keeping, and internet applications such as Microsoft Office Suite are required. CERTIFICATES, LICENSES, REGISTRATIONS: * Professional certifications such as those offered by Microsoft, Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications would be ideal * A+ and Network+ certifications a huge plus * Must possess ability to continue to obtain relevant certifications and licenses ## Description * Work within Key Performance Indicators, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc. * Take all steps to troubleshoot issues reported. Resolve issue or escalate appropriately. * Take all necessary steps to ensure customer satisfaction throughout the call Call Logging * Create and submit detailed call logs documenting customer interactions in ConnectWise. Accuracy, thoroughness, and timeliness are key call logging components * Confirm and update customer profile information as needed Escalation * Follow all documented escalation procedures, including hand off times, for issues requiring intervention/escalation * Promptly notify management of any potentially "dissatisfied" customers Open Calls * Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc. Knowledge * Proactively seek and possess business acumen for all clients supported * Maintain technical proficiency in all applications utilized by clients supported * Organize and utilize all support resources provided Achieve continuing education requirements and stay current with the field * Display a wide degree of creativity and latitude; Think independently and 'outside the box' for solutions; use familiarity with a variety of concepts, practices, and procedures; rely on varied yet sometimes limited experience and your own sound judgment to accomplish goals and perform a variety of tasks. Other tasks * Perform customer support related tasks and special projects as assigned by management * Liaise as necessary interdepartmentally to seek resolutions to all issues reported * Participate in client events, as appropriate (resource on site, client training, etc.) * Other duties as assigned, Typically 40 hours per week, 8:00am - 5:00pm, Monday through Friday. However, because this role is client focused hours, will vary based on the client need to include evenings or weekends. As a non-exempt employees, overtime is paid at one and one-half times rate for hours worked in excess of 40 per week. ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Wolfenstein 3D Postmortem](https://www.wearedevelopers.com/videos/525-wolfenstein-3d-postmortem) - [What is quantum computing?](https://www.wearedevelopers.com/videos/481-what-is-quantum-computing) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [WeAreDevelopers LIVE - Demo Time, Live Coding, End-to-End Testing and more](https://www.wearedevelopers.com/videos/1713-wearedevelopers-live-demo-time-live-coding-end-to-end-testing-and-more) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)