MSP IT Specialist - Help Desk (Tier 1-2)

The IT Specialist will provide timely and professional resolution of user requests for help and other services. They play a crucial role in providing technical support for end users and ensuring smooth operations for client’s organization. Additionally, they assist in the creation and upkeep of IT documentation and procedures, contributing to the overall efficiency of the company's IT support.

Mission

The IT Specialist is responsible for providing desktop and network administration support to client’s and remote users. Candidates should have some experience with desktop hardware, software applications, operating systems, and network connectivity.  Candidates should be customer-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. This position requires someone that can follow a problem to its resolution and assist with providing root cause for severe and recurring issues.

How Success Is Measured

Timely resolution of technical issues and proactive identification of potential problems.

Client satisfaction and feedback on the quality of service provided.

Contribution to team collaboration, knowledge-sharing, and continuous improvement initiatives.

 Responsibilities include but are not limited to the following:

· Provide professional and friendly support consistently via telephone, email, chat and remote connections.

· Identify and communicate issue clearly to the customer, indicating specifics on the issue, and what was the resolution to the issue.

· Create and manage tracking tickets according to Service Desk standard operating procedures.

· Triage, diagnose, and resolve computer hardware and software issues.

· Resolve issues where possible and assign issues to the correct support team when resolution is not possible.

· Execute standard escalation procedures based on issue priority.

· Tracking recurring problems and escalating them to management in a timely manner.

· Coordinate the installation of hardware and software

· Contribute to all Service Desk process and technical documentation.

· Participate in Quality Assurance by calling clients a ticket is closed to ensure that they are satisfied with the service.

· Available 24/7 to respond to emergency situations.

Qualifications:

• Excellent customer service and interpersonal skills


• Ability to communicate via email and tickets in English.


• Highly self-motivated and detail-oriented


• Ability to effectively prioritize and multi-task in a high-pressure environment.


• Strong background in Windows client operating systems, standard desktop applications, and user account management.


• Working knowledge of network support issues


• Working knowledge of remote working systems and support


• Ability to work in a team-oriented collaborative environment.

• At least 1 year of Service Desk Experience required, 2 or more years preferred.

• At least 2 years of Customer Service experience required, 3 or more years preferred.


• Ability to install, configure and troubleshoot Windows client operating systems.

Benefits:

Health

Dental

Vision

401k

Experience

• MSP experience preferred 


• Experience working with Microsoft Exchange


• 3+ years of job-related experience


• Prior experience working Service Desk position.

Computer Skills:   Proficiency in Active Directory, troubleshooting, documentation, and understanding network topology, cloud computing concepts are essential computer skills.

Preferred Certifications:      Microsoft Professional, CompTIA A+, Microsoft Fundamentals