Help Desk/Desktop Support Technician

About the Company 

Solvere One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth while reducing the cost of IT ownership. We provide executive-level, white-glove support. 

Opening 

Solvere One has an open position for an Onsite Help Desk Technician to provide support to one of our clients located in Baltimore, MD. The duties of the position include fielding incidents via phone and email from client users. The Onsite Help Desk Technician is responsible for resolving all Tier 1 and passing all other requests on to tier 2 and Tier 3 technicians. The technician will also work on projects assigned by internal client IT staff. 

Employee will be expected to interact with users onsite daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required. 

Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment.

This role reports to the Service Delivery Manager. 

Position Requirements: 

Examples of essential duties are interpreted as being descriptive and not restrictive. 

• Identifies, diagnoses, and resolves Tier 1 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users. 

• Provides one-on-one end-user problem resolution for company-approved Personal Computer (PC) software. 

• Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals. 

• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems. 

• Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements. 

• Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements. 

• Create detailed technical documentation for resolutions of issues. 

• Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time. 

• Identifies, documents and escalates all Tier 2 and Tier 3 incidents in a timely manner. 

• Update and maintain hardware inventory 

• Audio/visual support for conference and training room equipment 

Required Technical Experience: 

• Microsoft Windows Desktop OS installation and support 

• Apple / Mac Desktop OS installation and support 

• Microsoft Office 365 administration and support 

• iPhone / Android troubleshooting 

• Multi-factor Authentication configuration and support 

Preferred Technical Experience: 

• ConnectWise Manage 

• ConnectWise Automate 

• IT Glue 

• Sophos suite of solutions 

This is a full-time, salaried position. Salary commensurate with experience. 

Benefits include: 401K, PPO healthcare, dental, vision, paid vacation, etc.