Help Desk Tier 1 Technician

Position Overview:
We are seeking a highly motivated and customer-focused Tier 1 Technician to join our Managed Service Provider (MSP) team. The ideal candidate is passionate about technology, thrives in a fast-paced environment, and is eager to deliver exceptional IT support to our diverse client base. This entry-level role requires hands-on experience with key MSP tools and a dedication to continuous learning and professional growth.

Key Responsibilities:

Customer Support & Service Delivery:

• Serve as the first point of contact for clients via phone, email, or remote access.
• Troubleshoot and resolve technical issues promptly to minimize downtime.
• Provide excellent customer service, ensuring a positive client experience.
• Escalate unresolved issues to Tier 2/3 technicians when necessary, following defined escalation procedures.

Technical Support:

• Diagnose and resolve hardware, software, and network issues.
• Assist with onboarding/offboarding of client users, including Microsoft 365 account setup and configurations.
• Perform system maintenance and monitoring tasks using tools like Datto RMM and Auvik.
• Configure and support remote connections using Screen Connect.

Documentation & Tools Utilization:

• Maintain accurate and up-to-date client documentation in IT Glue.
• Track and manage support tickets through Autotask.
• Create detailed logs of support interactions and resolutions.

Proactive Support & Monitoring:

• Use Datto RMM and Auvik to monitor client systems, identify potential issues, and resolve them proactively.
• Support backup and recovery processes to ensure client data integrity.
• Team Collaboration:
• Work closely with other technicians and departments to improve processes and deliver seamless client service.
• Contribute to knowledge-sharing sessions and team meetings.

Required Skills & Qualifications:

Technical Proficiency:

• Working knowledge of Autotask, IT Glue, Screen Connect, Datto RMM, Microsoft 365, and Auvik.
• Strong troubleshooting skills for Windows operating systems, Office applications, and basic networking.

Customer-Focused Approach:

• Excellent interpersonal and communication skills.
• Ability to explain technical concepts to non-technical users in a clear and friendly manner.
• Empathy and patience when handling client issues.

Personal Attributes:

• Passion for technology and continuous learning.
• Detail-oriented with strong organizational skills.
• Reliable, self-motivated, and capable of working independently or as part of a team.

Certifications (Preferred):

• CompTIA A , Network , or similar certifications.
• Microsoft 365 Fundamentals or equivalent.

What We Offer:

• A collaborative and dynamic work environment with opportunities for growth.
• Exposure to diverse technologies and industries.
• Training and development opportunities to support your career advancement.
• Competitive compensation and benefits package.

If you're passionate about IT, eager to provide top-notch customer service, and excited to work with leading-edge tools in a growing MSP, we want to hear from you!

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Microsoft Windows Server: 1 year (Required)
• Customer service: 1 year (Required)
• Software troubleshooting: 1 year (Required)
• Operating systems: 1 year (Required)

Work Location: In person

Salary : $50,000