Hybrid Help Desk - Support Technician - On Site bei Alliance Infosystems LLC

Description

Alliance InfoSystems, LLC, a Managed Service Provider (MSP), headquartered in Hunt Valley, MD has an opportunity for a Help Desk Support Technician for its client in Baltimore City. The successful candidate will have a passion for IT and a desire for continuous improvement and learning. The position will be based 100% at client site and is not remote.

What will the Support Technician do?

• Handle Tier 1 level support of service requests (Microsoft core business applications) in a professional and timely manner—example of technology requests: workstations, servers, printers, networks, and vendor specific hardware and software.
• Support of disaster recovery solutions.
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Monitor the remote monitoring and management system alerts and notifications--respond accordingly through service tickets. Escalate services requests that require higher level engineering support.
• System documentation maintenance and review in ConnectWise, to include but not limited to, service tickets, entering time and expenses as they occur.
• Communication with internal customers as required in an expeditious manner to keep them informed of incident progress, impending changes, and agreed outages.
• Ensures proactively strives to drive customer service to a positive perception and maintains satisfactory or above level.

Requirements

Do you have what it takes?

Successful candidate will have:

• High School Diploma/GED required.
• 1+ years IT experience required.
• A+ & Net+ preferred
• Experience in a Managed Service Provider (MSP) environment, preferred.
• Good understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to: Windows Server 7/8, 10, Microsoft 365, and Active Directory.
• Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.
• Demonstrated skills to diagnosis technical issues.
• Ability to multi-task and adapt to changes quickly in a fast-paced and changing environment.
• Ability to work effectively in a team.
• Technical awareness: ability to match resources to technical issues appropriately.
• Typing skills to ensure quick and accurate entry of service request details.
• Demonstrated skills in initiative to solve problems utilizing thought process that may not be clearly outlined by processes.
• Valid driver’s license and reliable transportation.
• Strong technical writing skills in order to generate knowledge base articles.

What do we offer?

• Team oriented environment
• Competitive wages - Range is $20 - $29 per hour
• Generous PTO that increases with tenure - 15 PTO Days per year
• 401K + match
• Health, dental, vision insurance
• Flexible Spending Account
• Tuition Reimbursement
• Pet Insurance