Help Desk/Field Technician Level 1 For MSP

GENERAL SUMMARY:

The Level 1 Help Desk Technician position is responsible for handling desktop-level help desk issues for our clients. Ensuring client satisfaction and solving their issues in an efficient and pleasant manner are essential in this position.

Essential Duties and Responsibilities:

The Level 1 Help Desk position is a key contributor in the success of managing our client’s networks. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Ability to work on multiple priorities and/or projects simultaneously.
• Excellent listening and communications skills, both verbal and written.
• Strong customer relationship skills.
• Organized, detail oriented and self-motivated.
• Ability to provide and maintain detailed documentation on each job.
• Strong computer skills and the ability to effectively communicate and write clearly through e-mail.
• Must be comfortable and have excellent knowledge of Windows desktop systems 
• Advanced knowledge of all Microsoft Workstation Operating Systems and Applications including Microsoft Office.
• Working knowledge of the Mac OS X operating system.
• Ability to remain in contact with the client thru the completion of the incident.
• Problem-solving abilities and ability to meet reasonable deadlines.
• Ability to build positive and collaborative relationships.
• Willingness to develop professionally.
• Ability to work with little supervision and manage a team.
• Reliable car with insurance as on-site work will be necessary in client-facing environments.

Expected Outcomes:

• Success in the Level 1 Help Desk Technician position will be based on your ability to meet or exceed our client’s expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements.
• The team will be graded on the profitability of the client agreements and on the number of incidents that are able to be resolved before affecting the clients.

Educational/Vocational/Previous Experience Recommendations:

• Office 365 and G-Suite
• 2+ years experience with desktop computer support.
• Bachelor of Science in Information Technology (preferred)

Requirements:
 U.S. Citizenship
 Excellent references.
 Ability to lift 60 lbs.
 Valid Class C California driver’s license
 A reliable car with insurance.
 Be able to pass an in-depth background screening.
 Be able to pass a driver’s license background screening.

Benefits:
 Paid Medical and Dental Insurance
 Paid Vacation
 Paid Holidays
 401K with Matching