Tier 1 Managed IT Technician

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