Tier 1 Support Specialist/Helpdesk Technician

Job description

We are looking for a to join our well-established and fast-growing MSP/MSSP IT Services company, located in New York. An exceptional work ethic, interpersonal skills and "get it done" attitude, organization, communication skills and the ability to "figure it out" are the most important aspects of the perfect candidate. In this position you will touch upon multiple environments so you should thrive in a fast-paced environment.

Responsibilities Include

The responsibilities of the position are to monitor, manage and protect our client’s servers/workstations and network infrastructures by providing hardware, software, and application support. The individual will also troubleshoot problem areas (by phone, via e-mail, or remote connectivity) in a timely, efficient, effective, professional, and accurate manner, and provide end-user assistance when and where required following the accepted best practices. The perfect candidate will likely solve our client’s problems before they happen. This position requires server, network infrastructure and desktop support experience.

Job Responsibilities:

• Perform remote diagnosis and resolution of client issues. Recommend and implement corrective measures for repairs as deemed necessary.
• Determine the need for and implement hardware performance upgrades to computers.
• Work with ISP’s/vendors to troubleshoot provider-sourced issues.
• Monitor Service desk ticket queues to ensure efficient handling and prompt response.
• Maintain network, application, and system security and availability.
• Provide excellent ticketing work: accurate/complete information, efficient closing/escalation of issues, accurate time entries, etc.
• Document, create, and update standard operating procedures, network diagrams and device configurations as well as new findings and solutions within our knowledge base.
• Contribute to special internal and or client projects, as assigned.
• Perform Active Directory/Azure Active Directory, and GPO account management.
• Take ownership of information security, proactive system monitoring and risk mitigation
• Analyze records and logs to spot underlying trends and potential issues that could impact end users.
• Other duties as assigned.

Requirements

• In-depth knowledge of Microsoft Windows 10/11 & Windows Server 2016/2019/2022
• Excellent troubleshooting skills with understanding of cause-and-effect relationships in an enterprise environment.
• Excellent organizational, time-management and multi-tasking skills, including the ability to take initiative, prioritize duties, and work unsupervised.
• Networking experience (Cisco, preferred)
• Cybersecurity experience a plus (SonicWall, Fortinet, generic security, etc.)
• Knowledge of Autotask or other ticketing software is a plus.
• Excellent Customer Service experience; professional, friendly, and articulate
• Must be able to resolve issues in a timely manner to keep to a schedule when needed.
• Maintain an awareness of new technologies and how they may benefit clients and the company.
• A desire to improve skillset by earning industry certifications (We may pay for them!)
• Ability to manage multiple priorities and follow through on projects to completion.
• Knowledge Pluses: VMware, Mac OSX, Linux, HyperV, Sonicwall, Cisco, Fortinet, RMM/PSA, etc.

Job Type: Trial-to-Fulltime (W2)

Trial period of three months. Full-time position that may require extended work hours. Typical work schedule is Monday-Friday 8am – 5pm. May have to work overtime, respond to emergencies in the event of system failures, or those caused by environmental factors. On-call availability as needed. Schedules may include several days per month, after hours and/or weekend support.

Experience:

• Desktop Support/Helpdesk: 3 years (Required)
• IT: 3 years (Helpful)

Education:

• High school or equivalent (Required)
• College degree or Third-party training (Preferred)
• Relevant IT certifications [A+, Network+, MCP, MCSE, LPI, etc.] (Preferred)

Location:

• 100% Remote

Work authorization: United States (Required)

Language: English (Fluency, Required), Others (Plus)

About Us:

We are an IT Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) based in New York with client operations in Connecticut and New York as well as India and China. Our clients are businesses that range from one person firms to global Fortune 50 companies, in which we provide the following services: Help Desk/Desktop Support, Cybersecurity, Auditing/Governance/Compliance, Application Support and Administration, Network Support and Administration as well as strategic leadership (CIO/CTO/CISO). Our company philosophy is to grow and foster deep and strategic partnerships with our clients by providing exceptional service and support. Our Leadership Team is young with high energy and technical skills that strives to provide a great environment for everyone.

Background/credit check may be required.

Job Types: Full-time, Temp-to-hire

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• Paid time off
• Professional development assistance

Experience level:

• 3 years

Schedule:

• Day shift
• Monday to Friday
• On call

Work Location: Remote