What are the responsibilities and job description for the Tier 1 IT Help Desk Technician - Remote Hybrid - Natick Area position at Magna5 MS LLC?
Description
**Hybrid position. Candidate must live within 40 miles of Natick, MA.
About the Role
As a member of the Support Center team, a Help Desk Technician (Tier 1) is responsible for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The expectation is that the technicians will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems.
Magna5 has a dedicated Support Center where tickets will be received, prioritized, and if need be, escalated to higher tiers of support. The Help Desk Technician will work closely with the other staff members under the Manager’s direction with responsibilities including, but not limited to, the following:
- Respond to customer support requests that come in via phone, email, chat, or customer portal
- Utilize the Magna5 monitoring and cybersecurity systems to triage alerts and alarms
- Interact with clients using professionalism and promptness
- Jointly solve problems through collaboration with team members.
- Proven experience troubleshooting problems ranging from server, network, and PC issues.
- Must provide quality customer service skills in all forms of communication.
- Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
- Document resolutions and build knowledge base articles
- Engage in continued certification training to improve their skillset.
- All technicians are required to track time and activity in the Magna5 ticketing system.
Requirements
What Your Bring to the Team
Education
Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement. Microsoft, Cisco, and VMware certifications desired.
Experience
Minimum of 6 months experience in administering/supporting any of the following.
- LAN/WAN environments.
- Office365 and Azure
- Network Operations Center.
- Help desk or relevant customer service skills.
- Experience with PSA and RMM Tools
Preferred Certifications
- CCENT / CCT
- Network
- Microsoft Beginner Certificates
- Security
Skills
- Microsoft Windows Server 2016/2019
- Active Directory
- Microsoft Office Suite
- Microsoft365 administration knowledge
- Fundamental understanding of DNS, DHCP and TCP/IP
- Microsoft Exchange and SQL Server
- VMware vSphere
- Knowledge of back up technologies
- Knowledge of security practices and policies
Opportunities
At Magna5, we’ve put thought into what it takes to build a strong and competent team. A team that collaborates and encourages their peers at a company that promotes individual growth, not one that silo’s them. Magna5 has developed a training program that will allow any member of our team to enhance their education that will enable them to grow their knowledge and mature their skillsets. We provide people with a career path into new technology and senior positions that most companies do not offer.
Hours & Schedule
The Magna5 Support Center operates 24/7. The shift for this position will be M-F 8:30 AM to 5:30 PM.
Work Perks
- Extensive paid time off including paid holidays and float holidays
- Highly competitive and flexible medical, dental, and vision benefits plans to suit your needs
- 401(k) with generous employer match
- Tailored Life and Disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities?
- Monthly mobile phone plan and internet service stipend