Service Desk Technician Level 1

The TNS Group (an Omega Systems company) is seeking a Level I Service Desk Analyst to join our team in our Fairhaven, MA office. We are an IT Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) located in the Northeast (PA, NJ, NY, CT, MA). We work closely with our clients to create customized solutions and remain committed and dedicated to providing the highest level of service in the development and growth of our client's businesses. We are largely recognized in the IT industry as having a solid reputation for Strategic IT Partnering. When it comes to our employees, we pride ourselves on maintaining a positive company culture.

Job Responsibilities

• Service inbound calls as the friendly voice of the company while building relationships with our clients.
• Create service requests in our ticketing system via phone, e-mail, or manual entry.
• Assign tickets to Service Desk team and prioritize urgency.
• Assist in scheduling onsite visits for field team at client sites.
• Manage ticket board with exceptional detail and ensure all tickets are being handled timely.
• Maintain detailed communication with account managers, team leads and Service Desk manager.

Criteria for Success

• Great telephone and communication skills while working with various types of personalities.
• Extremely strong customer service skills with prior experience required.
• Ability to multitask and work in a very fast-paced environment.
• Attention to detail is a must with strong follow through.
• Independent and self-motivated while being part of a team.
• Technical awareness: ability to match resources to technical issues appropriately and have basic computer and operating system knowledge
• A solid sense of dependability, responsibility, and reliability.
• Knowledge of Microsoft programs or a ticketing system is a plus.

Benefits

• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance 
• Paid time off 
• Referral program
• Short term disability
• Long term disability

EEO Statement

The TNS Group (an Omega Systems company) is an Equal Opportunity Employer.  We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.