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.

Responsibilities:

Serve as the first point of contact for clients' technical support requests via phone, email, or ticketing system.

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.

Escalate complex issues to the appropriate team members or vendors for further investigation and resolution.

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.

Requirements:

Previous experience in a help desk or technical support role, preferably in a managed service provider (MSP) environment.

Knowledge of Windows and macOS operating systems, Microsoft Office Suite, 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.

We offer competitive compensation, a comprehensive benefits package, and opportunities for professional growth and development. If you are passionate about technology, possess excellent problem-solving skills, and thrive in a customer-centric environment, we would love to hear from you.