IT Services Technician Level 1

Service Desk Technician Level 1

About Auxiom:

Auxiom is a professional IT Solutions Company. Our clients hire us to either manage IT for them or to support their own IT department. We work with clients large and small across multiple industries and states. The Golden Rule is part of what we do every day and is encapsulated in our name: AU the chemical symbol for gold, combined with “axiom”, which is defined as a self-evident truth that requires no proof; a universally accepted rule, thus “The Golden Rule”. Simply put, treat others how they would want to be treated. At Auxiom, our passion is caring enough to be the difference – for our clients, our staff and our community. Our services include IT consulting and assessment, network build and installation, IT monitoring and security, IT compliance and 24x7 end-user support.

Position Description:

The position will primarily support clients by phone and email, most often resolving client issues through direct access to end user devices and client servers. This position will be involved with VPN troubleshooting, workstation connectivity issues, backup and restore work, cloud administration (Microsoft 365, Google, Dropbox, etc.) and PC support.

Key Responsibilities:

Primary day-to-day: Work as part of the support team, handling incoming issues via phone, email, chat.

• Provide basic technical support for clients’ IT infrastructure and users, including account creation and management, end-user device setup and troubleshooting, Microsoft 365 user/group administration, Duo MFA troubleshooting, etc.
• Communicate by phone, email, and chat with a friendly and professional demeanor; route incoming calls appropriately.
• Provide excellent customer service, ensuring that clients are satisfied with the resolution of their IT issues.
• Create and update tickets in AutoTask PSA to maintain accurate documentation of client issues and resolutions.
• Access and support client machines using Datto RMM and other remote access products.
• Coordinate and participate in meetings with technical vendors on support issues.
• Create and update client documentation.
• Assist with various projects as experience and availability allow.
• Assist with the creation of process and procedure documentation.
• Other duties as assigned.

Qualifications and Abilities:

• Prior experience working on a service desk/help desk team using a ticketing system.
• Strong critical thinking and organizational skills with attention to detail. Ability to troubleshoot basic technical issues.
• Exceptional client relations skills in listening, being empathetic, verbal and written communication.
• Associate degree in information technology (or related field) or comparable experience.
• Ability to remotely support clients.
• Experience with Active Directory Users & Computers and Microsoft 365.
• Experience installing and supporting Windows desktop environments, printers, etc.
• Experience with the configuration of Outlook plus email clients via Exchange, IMAP, SMTP.
• Basic understanding of TCP/IP, DNS, DHCP, wireless networking technologies, and internet connectivity troubleshooting abilities.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple competing priorities simultaneously.

Additional Abilities (Preferred):

• Knowledge of Apple devices (iMacs, MacBook’s, iPhones) and operating systems (Mac OS, iOS).
• Applicable certifications such as: A+, Network+, MCP, etc.
• Prior experience with Managed Service Provider technologies.

This position works in our Rochester office with some flexibility of working at home at times. We have a great benefit package and an awesome culture.

This is a full-time salaried position in the $40k-$52k range, depending on experience. If you are a highly motivated Level 1 technician with experience in Microsoft 365, Windows, and Apple/Mac, and are looking for a challenging and rewarding career with an MSP, we encourage you to apply for this exciting opportunity.

Job Type: Full-time

Pay: $40,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Experience:

• working for a Managed Service Provider: 1 year (Preferred)
• Level 1 Desktop Support: 1 year (Preferred)

Work Location: In person