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Tier 1 Managed IT Technician presso None

None · Manchester, Stati Uniti d'America · Onsite

47.840,00 USD  -  54.080,00 USD

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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 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 

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 in additional effort. 
  • Maintains high level of productivity and self-direction. 

Problem Solving                 

  • Analyzes problem by gathering and organizing all relevant information. 
  • Identifies cause and effect relationships. 
  • Comes up with appropriate solutions. 

Skills and Qualifications 

Education and Experience 

  • 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 

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 
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