Managed Services Help Desk Technician

Managed Services Help Desk Technician - L1 or L2
Who we are:
"Any sufficiently advanced technology is indistinguishable from magic." -Arthur C. Clarke.
NerdsToGo is a rapidly growing technology-based service company, with a mission to provide the best white-glove service in the business. We strive every day to provide outstanding technology services for residential and small business customers. In doing so, we hope to remove the confusion of technology that our customers feel is "magic".
What you'll be doing in this role:You'll have an opportunity to join the front lines of a rapidly growing company and be an early critical member of our team. You'll also be able to impact the history of the company as we embark on a transformative journey with you as a main contributor.
In this role, you'll be a key technician for our MSP (Managed Service Provider) sector of our business. You'll provide outsourced IT to small businesses focusing on cyber security, data loss prevention, Microsoft/Google Suite efficiency, system monitoring & patching, and more. You'll also act as their remote helpdesk and occasional on-site technician helping resolve all IT questions and issues.
Critical responsibilities include:

• Serve as the first point of contact for clients seeking technical assistance over the phone, email, or chat.
• Gather and analyze information to accurately diagnose and resolve clients' technical issues in a timely manner.
• Escalate complex or unresolved issues to higher-level support technicians as needed.
• Provide basic troubleshooting and support for various hardware, software, and network issues.
• Assist with the installation, configuration, and maintenance of client systems and applications.
• Monitor and maintain clients' IT systems and networks to ensure optimal performance and security.
• Collaborate with the MSP team to develop and implement proactive solutions for clients' IT needs.
• Maintain detailed and accurate records of client interactions, issues, and resolutions in the ticketing system.
• Participate in ongoing training and professional development to stay current on industry trends and best practices.
• Provide exceptional customer service by effectively communicating and building rapport with clients.

The ideal candidate will have experience with the following:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 1-2 years of experience in an IT support role, preferably within an MSP environment.
• Familiarity with various operating systems (Windows, macOS, Linux) and software applications.
• Basic understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.).
• Strong problem-solving and troubleshooting skills, with the ability to think critically and adapt to new situations.
• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities.
• Availability to participate in an on-call rotation for after-hours and weekend support.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft, or Cisco certifications) are a plus.
• Proficiency with peer-to-peer and client/server network configuration and troubleshooting
• Teaching with patience and to those with less knowledge on a complex subject
• Valid driver's license and clean driving record

Why You'll Love it Here:

• Opportunity to join an incredible company that values people and results
• You have a chance to make a significant contribution on our history-making journey
• We take fun to another level, are infectiously positive, and truly care about one another
• Unlimited coffee and snacks
• Training assistance to grow your technical and soft skills
• Competitive benefits including health insurance, vacation, paid holidays, commission opportunity, and payday every Friday
• So much variety- if you enjoy not doing the same thing every day, you'll absolutely thrive in this role

Compensation: $18.00 - $25.00 per hour (not including commission)
Compensation: $18.00 - $25.00 per hour
IT SERVICE PROFESSIONALS
NerdsToGo is dedicated to providing customers with fast, friendly, and knowledgeable Computer Service and Technology Solutions for a variety of devices. Our professional "Nerds" can help fix your Apple, Android, or Microsoft product, from cracked iPhones to slow or unresponsive laptops and everything in between.
JOIN OUR TEAM AT NERDSTOGO
At NerdsToGo, our technicians don't just "go to work." Our business model has created a culture of excellence where Nerds are given the opportunity to grow and profit from their skills, while offering a high-standard of professional service to each and every one of our many loyal customers. If you are ready for an opportunity to do what you love doing, have fun, and be part of one of the fastest growing companies in the industry, you've come to the right place.
NOW HIRING!
We're growing fast, so we're looking for skilled applicants to fill positions throughout the country. If computers, smartphones, and tablets "speak to" you, or if you're looking to expand your talents and start helping others with their IT problems, NerdsToGo may be the right fit for you.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Nerds To Go Corporate.