Tier 1 Managed IT Technician

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Managed IT Services Providence, Warwick, RI, US

2 days ago Requisition ID: 1188

Salary Range: $23.00 To $26.00 Hourly

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

• Respond to service tickets placed from our customersregardingManaged 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, andmonitorsthe client's problem using applicable systems and tools.
• Coordinate with other teams or departments to resolve service tickets
• Assistin the delivery and onboarding of Managed IT services
• Escalate unresolved issue to Tier II support level

Core Competencies

Teamwork

• 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

Motivation

• Displays energy and enthusiasm in approaching the job.
• Commits to putting inadditionaleffort.
• Maintainshighlevel of productivity and self-direction.

Problem Solving

• Analyzesproblemby gathering and organizing all relevant information.
• Identifiescause and effect relationships.
• Comesup withappropriate solutions.

Skills and Qualifications

Education and Experience

• Associates Degreein either Computer Science or IT is preferred
• Minimum one-year experience in a technical support or help desk center is preferred
• CompTIAA+ Certification is preferred

Skills

• 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

This position is eligible for bonus program