Help Desk Support Technician

Position Overview:

We are seeking an experienced Help Desk Support Technician to join our team. The ideal candidate should have a minimum of 5 years of relevant experience in providing technical support, preferably in a Managed Service Provider (MSP) environment. The candidate must possess a strong background in Office 365 support, including SharePoint and Azure, as well as familiarity with various line of business applications such as QuickBooks and Sage. Additionally, knowledge of Windows servers, firewalls, and switches would be highly beneficial. The Help Desk Support Technician will play a crucial role in assisting clients with technical issues, troubleshooting software and hardware problems, desktop and laptop setups, and delivering exceptional customer service. This is not a work from home position.

Responsibilities:

• Provide efficient and effective technical support to clients, both remotely and onsite, in a timely and professional manner.
• Diagnose and resolve hardware, software, network, and system issues reported by clients, ensuring minimal downtime and disruption.
• Collaborate with team members to escalate complex technical issues and ensure timely resolutions.
• Utilize remote support tools to troubleshoot and resolve client problems remotely.
• Assist clients in setting up and configuring Office 365 services, including SharePoint and Azure resources.
• Troubleshoot and support various line of business applications, such as QuickBooks and Sage, to ensure seamless client operations.
• Perform desktop and laptop setups, including hardware and software configuration, installation, and updates.
• Possess knowledge of Windows servers, firewalls, switches, and other networking components to provide comprehensive technical support.
• Document and maintain accurate records of client interactions, technical issues, and resolutions in the Help Desk ticketing system.
• Proactively identify trends in technical issues and provide feedback to improve overall client satisfaction and system stability.
• Participate in knowledge sharing and training activities to stay up-to-date with the latest technologies and best practices.
• Collaborate with other team members to contribute to the continuous improvement of processes and procedures.

Qualifications:

• Minimum of 5 years of experience in a technical support role, with a proven track record of troubleshooting and resolving IT issues.
• Prior experience working in a Managed Service Provider (MSP) environment is required.
• Strong proficiency in Office 365 support, including SharePoint and Azure services.
• Familiarity with line of business applications, such as QuickBooks and Sage, is essential.
• Knowledge of Windows servers, firewalls, switches, and networking components is highly beneficial.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional customer service skills with the ability to communicate technical information to non-technical users.
• Strong verbal and written communication skills.
• Relevant technical certifications (e.g., CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, etc.) are a plus.
• Ability to adapt to a fast-paced and dynamic work environment.
• Strong organizational skills with the ability to manage multiple tasks and priorities simultaneously.

Additional Information:

• This is not a work from home position; the Help Desk Support Technician is required to work onsite at our location.
• The role includes responsibility for desktop and laptop setups, including hardware and software configuration.

Job Type: Full-time

Pay: $3,800.00 - $5,500.00 per month

Benefits:

• Employee discount
• Health insurance
• Paid time off

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 5 years (Required)

Work Location: In person