Service Desk Technician

We are seeking a skilled IT Service Desk Technician to join our fast-paced in office team. In this role, you will provide essential IT support services to our clients, ensuring seamless operation of their systems and networks., Customer Service

• Provide frontline technical support to clients via phone, email, or remote access tools.

• Delight our Clients with a Friendly, Quick and Helpful Experience.

• Provide the Client with basic remote troubleshooting.

• Collaborate effectively with team members and other departments to deliver exceptional service and support.

Use of our Ticketing System

• Diagnose and resolve technical issues related to hardware, software, and network systems.

• Document all support interactions and solutions using our ticketing system.

• Make sure that Client Documentation is well maintained.

• Split tickets that have several issues into their own individual ticket.

• Make sure that tickets aren’t “stale” throughout the process.

Use of our RMM and Monitoring tools

• Review RMM dashboard and apply remediation actions as indicated by our Processes.

• Review regularly scheduled/automated actions as indicated by our Processes.

• Assist in the maintenance and administration of client IT infrastructure, including servers, workstations, and network devices.

• Conduct routine system monitoring and performance tuning to ensure optimal uptime and performance.

Project Work

From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the IT Service Desk Technician may be required to help with project delivery.

Communication, Reporting & Risk

• Escalate tickets that require Senior Engineer support.

• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.

• Submit Timesheets & Expense reports as indicated on their SOPs.

• Identify, Communicate and Mitigate potential risks to the Account Mangers and Clients.

Team Work

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.

• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.

• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues.

• Identify opportunities for improvement and make constructive suggestions for change.

• Contribute to the process of innovative change effectively.

• Undertake other duties as required by the Account Managers or Senior Leadership.

A love of (and ability to) Solve Problems & Challenges.

• Great Communications skills, founded in being a good listener with a deep desire to deliver an amazing Client Experience and the ability to explain technical concepts to non-technical users.

• An understanding of support tools, techniques and how technology is used to provide services.

• Proficiency in troubleshooting Windows and Mac OS environments, Office 365, and basic networking concepts.

• Proven ability to prioritize and manage multiple tasks in a fast-paced environment.

• Driver’s license.

Nice to have skills

• Experience troubleshooting Mac systems.

• Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

• Prior MSP (Managed Service Provider) experience.

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance