It Help Desk Support Specialist

About us

Fidelity MSP is a small business and growing in technology! We are professional, energetic and looking for additional help to join our team!

Our work environment includes:

• Modern office setting
• Work-from-home days
• Growth opportunities

IT Support Technician

The IT Support Technician position will support all related systems, applications, and hardware.

Provide first level support for users, ensure currency of information, and provide installation and training services as needed. Respond to IT support service requests and provide efficient service in support of PCs and Mac devices, software, printers, related peripheral devices, and relocation of computer equipment.

Classification

Regular, Full-time, Non-Exempt. Typical work schedule is from 8:00 a.m.- 5:00 p.m., including 1-hour for lunch, Monday thru Friday, excluding paid Holidays. Some field environments may necessitate modifications to this schedule. Periodic after-hours and/or weekend work may be required.

Reports to
The direct supervisor for this position is the Operations Manager. Indirect supervisors include company management.

Essential Duties and Responsibilities

(The following description is a general representation of the key duties and responsibilities of this position. Other duties may be assigned, as required.)

· Troubleshoot end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based and Apple local area network (LAN).

· Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions.

· Installs, configures, and maintains personal computers, Windows networks, Apple workstations, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment.

· Troubleshoots desktop systems and client applications to identify and correct malfunctions and other operational difficulties.

· Maintains confidentiality regarding the information being processed, stored or accessed by the end-users on the network.

· Assists personnel of other departments as a computer resource.

· Use of MSP Network Monitoring Tools.

· Track Help Desk deliverables using appropriate tools and strive to meet SLA goals.

· Maintain detailed notes of your activity in ticketing system.

· Identify and correct faults and provide resolution of problem tickets.

Requirements

• High school diploma or GED.
• A+ Certification
• A friendly and positive attitude.
• Minimum 1-2 years’ PC support experience in a Windows network environment.
• Demonstrated knowledge of basic network protocols and LAN/WAN environments.
• Ability to independently identify, research and resolve technical issues.
• An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.
• A decisive individual who possesses a detail-oriented perspective.
• Sound technical skills, analytical ability, good judgment, and strong operational focus.
• Ability to work with peers in a team effort.
• Ability to effectively multi-task.
• Demonstrated ability to manage multiple priorities and deadlines.
• A well-organized and self-directed individual who can work with minimal amount of supervision.
• Must have experience and good understanding of the following: Microsoft Active Directory, Microsoft 365, Windows 10, MacOS.
• Capability to efficiently complete tasks in a fast-paced environment.
• Ability to work extended hours, weekends, and holidays, pursuant with industry demands.
• Proficient in Microsoft Office and industry related software programs.

Preferred Qualifications

• Microsoft Certification.
• Network + Certification.
• Familiarity with ConnectWise ticketing system.
• Degree in related field and 1-2 years of Help Desk experience, or equivalent applicable work experience.

Job Type: Full-time

Pay: $37,860.00 - $42,707.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Compensation package:

• Holiday pay
• Overtime pay

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Help desk: 2 years (Required)

Willingness to travel:

• 50% (Required)

Work Location: Hybrid remote in Westlake, OH 44145