Level 1 - IT Technical Support

Employer: MSP company based in USA

Remote Work Setup

Working Schedule: Monday-Friday, 8:00AM - 5:00PM Pacific Standard Time (May still vary)

Duties:

• Assist in answering incoming helpdesk requests via phone, email, and ticketing systems
• Active support on rapid or emergency issues, proceeding to escalate as needed
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
• Identify and escalate tickets to management or appropriate support groups when needed
• Thoroughly document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to customer
• Basic support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
• Install and configure basic software (e.g., operating systems, Microsoft Office Suite, Line of Business Apps)
• Set up and troubleshoot printers, scanners, and other peripherals.
• Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
• Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented.
• Contact Center / Call Center VOIP: MS Teams
• Continuing Education Always reviewing and growing relevant knowledge
• High Proficiency in providing support and troubleshooting Windows OS, Office 365 (Outlook, Excel, Word), Basic Microsoft 365 User Management and Licensing
• Relevant Basic Windows Server knowledge including:
  • Microsoft Active Directory Administration
  • DHCP and DNS Knowledge
  • Microsoft Windows Server Support (2016/2019/2022)
  • Microsoft Windows Desktop Support (Windows 10/11)

Skills:

• Strong Customer Service Skills
• Excellent oral/written communication skills
• Detailed knowledge of Windows 10/11 based workstations.
• Familiarity with Microsoft Office 365.
• Understanding of basic network concepts, such as TCP/IP, DHCP and DNS.
• Experience with email systems and intermediate understanding of Active Directory & Network troubleshooting
• At least two years ofexperience working on a help desk is required