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