Mid-Level IT Helpdesk Technician

Are you passionate about customer service and someone who enjoys helping others?

Digacore Consulting, LLC is a rapidly growing Managed Service Provider for business IT needs. We are currently seeking to fill a position on our helpdesk team as a Level 1 IT Technician. With multiple office locations and a growing client portfolio, Digacore is looking for team members who are eager to be a part of that growth and further their professional development.

With a focus on white glove customer service, our team enjoys the satisfaction of assisting our clients achieve maximum efficiency with the technology used for their business operations. Come join our group of technicians in a team-oriented and supportive environment where you can have the opportunity to be challenged and learn.

Basic functions include:

• Responsible for handling first to mid-level support of service requests in a professional and timely manner relating to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
• Remote IT support to include Windows servers, Active Directory, Office365, DNS.
• Basic network support to include WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN, & Terminal Services
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• System documentation maintenance and review in ConnectWise.
• Professional service communication with customers.

Knowledge, Skills and/or Ability Required:

• Minimum 2 years’ experience in customer service a plus.
• Minimum 1 year experience in any kind of ticketing system a plus.
• Passion for teamwork, continuing education, problem solving, exceptional customer service and communications skills are required.
• Basic understanding of troubleshooting systems.
• Interpersonal skills such as, communication, active listening and professional level customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Ability to quickly learn new software and troubleshooting tools applications.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work with a sense of urgency.
• Ability to recognize when it is appropriate to escalate tickets.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance

Schedule:

• Day shift
• Monday to Friday
• On call

Education:

• Bachelor's (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Windows applications: 1 year (Preferred)
• ticketing system: 1 year (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: One location