Tier 1 Managed IT Technician
Usherwood Office Technology
Job Description The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.
Duties and Responsibilities
Duties and Responsibilities
- Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)
- Identifies, researches, and resolves technical problems of moderate complexity.
- Responds to telephone, email, and on-line requests for technical support.
- Documents, tracks, and monitors the client's problem using applicable systems and tools.
- Coordinate with other teams or departments to resolve service tickets
- Assist in the delivery and onboarding of Managed IT services
- Escalate unresolved issue to Tier II support level
- Interacts with people effectively. Able and willing to share and receive information.
- Co-operates within the group and across groups.
- Supports group decisions and puts group goals ahead of own goals
- Displays energy and enthusiasm in approaching the job.
- Commits to putting in additional effort.
- Maintains high level of productivity and self-direction.
- Analyzes problem by gathering and organizing all relevant information.
- Identifies cause and effect relationships.
- Comes up with appropriate solutions.
- Associates Degree in either Computer Science or IT is preferred
- Minimum one-year experience in a technical support or help desk center is preferred
- CompTIA A+ Certification is preferred
- Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications
- Ability to prioritize and multitask assigned issues in a fast-paced work environment
- Positive attitude of customer service and integrity
- Must be able to communicate with customers in a professional manner
- Demonstrated problem troubleshooting, root cause and resolution skills
Vacancy posted 4 days ago
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