Tier 1 Managed IT Technician

Usherwood Office Technology • Full-time • Village of Colonie, New York, United States • $21 - $25 / hour • 22h ago

Job Description

The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.

Duties and Responsibilities

Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)
Identifies, researches, and resolves technical problems of moderate complexity.
Responds to telephone, email, and on-line requests for technical support.
Documents, tracks, and monitors the client’s problem using applicable systems and tools.
Coordinate with other teams or departments to resolve service tickets
Assist in the delivery and onboarding of Managed IT services
Escalate unresolved issue to Tier II support level

Core Competencies

Teamwork

Interacts with people effectively. Able and willing to share and receive information.
Co-operates within the group and across groups.
Supports group decisions and puts group goals ahead of own goals

Motivation

Displays energy and enthusiasm in approaching the job.
Commits to putting in additional effort.
Maintains high level of productivity and self-direction.

Problem Solving

Analyzes problem by gathering and organizing all relevant information.
Identifies cause and effect relationships.
Comes up with appropriate solutions.

Skills and Qualifications

Education and Experience

Associates Degree in either Computer Science or IT is preferred
Minimum one-year experience in a technical support or help desk center is preferred
CompTIA A+ Certification is preferred

Skills

Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications
Ability to prioritize and multitask assigned issues in a fast-paced work environment
Positive attitude of customer service and integrity
Must be able to communicate with customers in a professional manner
Demonstrated problem troubleshooting, root cause and resolution skills

This position is eligible for bonus program