Our client is a managed services IT company that offers an array of comprehensive services-from creating a custom IT solution for businesses to implementation of that solution, and everything in between. They are problem solvers; offering strategies and solutions to guarantee that systems are operating optimally.

The IT Help Desk / Field Technician is responsible for providing technical support and troubleshooting in a Help Desk environment. This role fields incoming phone calls and emails from clients and triages technical issues based upon the severity level & overall business impact.

This is not a remote position.

Responsibilities include:

• Deliver impeccable customer service while working with customers to troubleshoot break/fix issues in a help desk environment.
• Document customer claims, open cases, and resolve any escalated tickets based on the Service Agreement.
• Effectively resolve basic fixes in a Windows & Microsoft environment.
• Focus on a customer’s problem at hand and filter relevant details for troubleshooting to resolve cases.
• Adhere to all troubleshooting steps and implement tried and true customer handling scripts.
• Meet or exceed case resolution goals based on the Service Agreement with the client.
• Accurately and efficiently document clearly written steps taken to resolve cases.
• Troubleshoot & perform basic fixes in Windows & Microsoft environments.
• Verify users, create temporary passwords, and reset passwords.
• Exercise in-person customer service skills.
• Manage and monitor tickets from East Coast location during downtime.

Do you have a valid Driver’s License license?, Do you have experience in Customer communication?, * Proven experience in a Help Desk Environment. Autotask experience a plus.

• A+ Certification in progress or completed preferred but not required.
• Server and Cloud experience preferred.
• Understanding of computer networks, computer hardware, and windows environment.
• Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
• Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
• Ability to quickly analyze problems using deductive logic.
• Must have a valid driver’s license and reliable transportation.

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