MSP Help Desk Support Analyst/Field Tech

• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, client tracking/ticketing system
• Respond to all Customer requests in timely and professional manner
• Assist with all aspects of technical support, including on-site visits as needed
• Instruct end users in the appropriate use of equipment, software, and/or reference materials
• Data entry (management of data) into our ticketing and documentation systems
• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals
• Research/troubleshoot issues using the tools available
• Proactively following up on all open issues
• Work closely with other team members to identify and suggest resolutions or improvements
• Navigate internal/external reference support materials

This full-time position is primarily responsible for providing direct support for client for software applications, active configuration of applications, services, integration, maintenance, and upgrading of third-party software as well as operational networks, computer systems, and other IT infrastructure.

Pay: From $55,000.00 per year

• Must have good communication, documentation, and people skills.
• We want someone looking for a career, not just a job.
• Ability to handle on multiple problems at once and keep a cool head.
• Our customers need someone who is proactive and will address an issue they see before it becomes a problem., * Reliable transportation to/from client sites
• Solid knowledge of Windows 10/11 and MacOS
• Solid knowledge of MS Office applications in both Windows and MacOS
• Knowledge of M365 administration and licensing.
• Basic network connectivity troubleshooting skills (Understand how to read Ping and Trace Route results, DNS issues, knowledge of how to crimp network cables, etc.)
• Basic knowledge of Microsoft Active Directory and usage of Security Groups
• Knowledge of the Linux OS is not required but is a big plus
• Good verbal and written skills when assisting customers remotely via phone or emailed response.
• Patience, while most of our customers understand the work we do and how stressful it can be, we need to keep cool heads while ensuring resolution to their problems., * Associate (Preferred), * Desktop support: 2 years (Required)
• Microsoft 365 Adminitration: 1 year (Required)
• Azure Adminitration: 1 year (Preferred)

License/Certification:

• CompTIA A+ certification? (Preferred)

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance