Our client is a managed services IT company that serves business clients by solving problems, offering strategies and solutions to guarantee that systems are operating optimally.
The IT Help Desk / Field Technician Level 1 and Level 2 are responsible for providing technical support and troubleshooting in a Help Desk environment. This role fields incoming phone calls and emails from clients and triages technical issues based upon the severity level & overall business impact.
This role is required to be on-site at client offices located in Youngstown, Ohio and must be willing to commute to Wilkensburg, Pittsburgh, and Greensburg, Pennsylvania.
Responsibilities include:
- Deliver impeccable customer service while working with clients to troubleshoot hardware and software issues.
- Accurately document issues, diagnose root cause, and update ticketing system.
- Troubleshoot and perform basic fixes in Windows & Microsoft environments.
- Efficiently resolve hardware/software issues, perform break/fix tasks, and more to close help desk tickets.
- Meet or exceed case resolution goals based on the Service Agreement with clients.
- Exercise in-person customer service skills and a willingness to travel locally for on-site clients.
Desired Skills & Experience:
- Associates or Bachelors Degree in IT or a related course of study preferred.
- A+ Certification strongly preferred.
- Proven experience in a Help Desk Environment. Autotask experience a plus.
- On prem (server) and cloud (Microsoft Azure) experience.
- G Suite experience, required.
- M365/Intune experience, required.
- Understanding of computer networks, computer hardware, and windows environment.
- Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
- Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
- Ability to quickly analyze problems using deductive logic.
- **Must have a valid driver's license and reliable transportation, that can be used for job-related travel to client offices with minimal notice.
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Standard schedule is M-F 9:00 AM - 5:00 PM
Valid driver's license with the ability to travel to client locations.
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