Helpdesk Technician I
Job Description:
- Ability to provide exceptional customer support in a fast-paced remote Managed Services Practice
- Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services
- Provide day-to-day operational support for:
- Desktop and Server Operating Systems (Windows, Mac, Linux)
- Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
- Networking Devices (firewalls, switches, wireless access points)
- Line of Business Applications
- On-premise and Cloud Backup and Disaster Recovery
- Hardware peripherals (printers, monitors, docking stations, webcams, etc.)
- Mobile Devices / Mobile Device Management (MAM / MDM)
- Provide escalation support as necessary for Level I Helpdesk staff
- Assist with the onboarding and offboarding of clients, systems, and users
- Deploy and maintain security tools and management agents
- Maintain current notes and time entries for all requests in the helpdesk ticketing system
- Create and maintain comprehensive documentation for internal and client systems
- Work with third-party vendors to remediate issues as needed
Requirements:
- Minimum 1+ years working for a Managed Service Provider (MSP)
- Minimum of 3+ years’ experience working on an Information Technology Helpdesk using remote support tools
- Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred)
- Prior experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, NinjaOne, etc.)
- Ability to provide exceptional customer service in all situations
- Possess strong troubleshooting, problem-solving, and verbal/written communication skills
- Experience with Microsoft Windows desktop and server operating systems
- Experience with Microsoft Office 365 / Azure administration
- Proficiency with Microsoft Server Active Directory / Group Policy
- Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN)
- Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc.
- Knowledge of scripting and automation tools a plus
- Demonstrated ability to work in a team environment
- Must be authorized to work for any employer in the U.S
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