It Help Desk / Field Technician Level I

Our client is a managed services IT company that serves business clients in Philadelphia and the surrounding counties. They are problem solvers; offering strategies and solutions to guarantee that systems are operating optimally.

The IT Help Desk / Field Technician is responsible for providing technical support and troubleshooting in a Help Desk environment. This role fields incoming phone calls and emails from clients and triages technical issues based upon the severity level & overall business impact.

This role is required to be on-site at client offices.

Responsibilities include:

• Deliver impeccable customer service while working with clients to troubleshoot hardware and software issues.
• Accurately document issues, diagnose root cause, and update ticketing system.
• Troubleshoot and perform basic fixes in Windows & Microsoft environments.
• Efficiently resolve hardware/software issues, perform break/fix tasks, and more to close Help Desk tickets.
• Meet or exceed case resolution goals based on the Service Agreement with clients.
  
• Exercise in-person customer service skills and a willingness to travel locally for on-site clients.
  

Desired Skills & Experience:

• Proven experience in a Help Desk Environment. Autotask experience a plus.
• A+ Certification in progress or completed preferred but not required.
• Server and Cloud experience preferred.
• G Suite experience, required.
• M365/Intune experience, required.
• Understanding of computer networks, computer hardware, and windows environment.
• Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
  
• Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
• Ability to quickly analyze problems using deductive logic.
• Must have a valid driver's license and reliable transportation, that can be used for job-related travel to client offices with minimal notice.

Standard schedule is M-F 9:00 AM - 5:00 PM

Valid driver's license with the ability to travel to client locations.

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