Benefits:
Competitive salary
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Job Summary
We are seeking a skilled and customer-oriented Managed Service Help Desk Technician to join our dynamic team. As a Managed Service Help Desk Technician, you will be responsible for providing exceptional technical support and assistance to our clients. Your primary role will be to troubleshoot and resolve various IT-related issues, ensuring the smooth operation of our clients' computer systems, networks, and software applications. This position requires excellent problem-solving skills, a strong customer service mindset, and the ability to work in a fast-paced environment. This role is located onsite within an office environment.
Responsibilities and Duties
Frontline support for inbound customer support requests for our client base. Work to resolve technical issues that our clients face on their day to day operations. Implement and document known issues in customer environments. Work as a part of a full Help Desk team to provide our clients with the absolute best level of customer service that we can.
Provide remote and on-site technical assistance to users on various types of service requests; coordinates with technical staff when problems require additional analysis or assistance.
Provide timely and accurate technical assistance to clients, resolving hardware, software, and network-related issues.
Troubleshoot and diagnose problems, perform root cause analysis, and develop effective solutions.
Maintain detailed documentation of client interactions, technical issues, and resolutions in the help desk ticketing system.
Collaborate with team members to identify trends and recurring issues, and suggest improvements to enhance service quality and efficiency.
Assist in the setup, configuration, and maintenance of clients' computer systems, software applications, and network devices.
Stay updated on the latest industry trends and technologies to provide up-to-date support to clients.
Qualifications and Skills
Expert level experience in Microsoft Windows Workstation Environment
Ability to Implement / Configure / Deploy Workstations per CBS SOP
Expert level experience in Customer Service
Ability to de-escalate a customer for a team member
Ability to determine client needs via phone/email communication
Expert level in basic troubleshooting
Expert level in Office 365 Administration
Professional knowledge of Microsoft Windows Server Environment
Ability to Implement / Configure / Deploy Servers
Ability to troubleshoot more advanced services
Professional knowledge of basic networking equipment and protocols
Working knowledge of VPNs (SSL, GVC, Site-2-Site)
Working knowledge of LANs/WANs
Working knowledge of Unifi Controller
Professional knowledge of documentation
Benefits
Mileage Reimbursement
Heath, Dental, and Vision Coverage
Paid Time Off
Requirements
Previous experience in a help desk or technical support role, preferably in a managed service provider (MSP) environment.
Candidate must have solid multi-tasking, troubleshooting, prioritizing, and follow-up skills.
Respond to clients needs in a timely, professional manner.
Provide guidance and technical support to current business customers.
Strong written and verbal communication skills.
Knowledge of Windows and macOS operating systems, Microsoft Office 365, and common software applications.
Familiarity with computer hardware, printers, network devices, and basic networking principles.
Excellent problem-solving skills with the ability to analyze and resolve technical issues effectively.
Strong customer service orientation with excellent verbal and written communication skills.
Ability to work independently and prioritize tasks in a fast-paced environment.
Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.
Must have own vehicle with valid Driver’s License.