IT Help Desk Engineer
Our client is looking for a computer and networking professional to join our team of superstars as an IT Help Desk Support. This position is for a technically talented, detail-oriented, and ambitious individual with a strong desire to learn and grow, both technically and as a professional. Team players, only. Our support team is currently working mostly remotely, with some on-site visits required. Health and safety is
a top priority.
**At least 1 year of previous MSP (Managed Services Provider) experience is preferred or as the sole IT support technician for all aspects (workstations, servers, and network) of a small business network environment.** As an MSP, we support the IT environments of multiple companies. The environments can vary in terms of size and complexity. As such, the pace and demands are much greater than an in-house IT position supporting one company.
Job Requirements
At least 2 years experience providing technical (hardware and software) support of computers,
servers and network devices in a corporate environment
Help Desk experience preferred
Ability to adhere to service delivery metrics and expectations
Associate degree or comparable collegiate and/or trade school experience or equivalent work
experience
Working Knowledge Required
Workstation operating systems e.g., MAC, Windows 10, Windows 11
Workstation productivity/operations application administration e.g., Microsoft Office,
QuickBooks, etc.
Windows Server operating systems and related components
Microsoft Office 365 administration and deployment
PC, server, and networking hardware understanding and experience
Networking technologies. TCP\IP, LAN, WAN, VPN, Datacenter, Cloud
Job Responsibilities
Provide both reactive and proactive support for desktop, server, and network issues for our
clients in a Help Desk\Remote Help Desk environment.
Adhere to company-defined service delivery metrics and expectations
Desire and enthusiasm for working primarily on workstation tickets/issues daily, yet with the skill and experience to also troubleshoot and resolve Windows Server and network-related tickets when required
Provide a high level of customer service with a positive attitude at all times
Articulate technical information clearly and simply to non-technical people
Work reactive issues (Client submitted or monitoring generated) remotely and onsite as needed
within committed Service Level Agreements (SLAs)
Pay close attention to detail while performing technically detailed tasks
Deals effectively with stressful situations focusing on the best outcome for the Client
Has a willingness to recognize when it is necessary to ask for technical expertise from others
without unnecessarily burdening other team members
Complete IT projects outside of the Help Desk when required
Assist Project Engineers on larger projects
Self-motivated and is self-directed when necessary
DAILY time entry and metrics evaluations
Any other assigned duties
Key Characteristics
Enjoys personal interaction with and helping Clients
Receives positive Client feedback, considered responsive, reliable, knowledgeable, and diligent
Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and
diligent
Performs accurate and timely time entry
Focused on lowering Average Response Time
Focused on lowering Average Resolution Time
High Client Facing Utilization
