IT Support Technician - Level 1

BlueCastle IT Solutions•Cheshire, CT

3d•$40,000 - $50,000

About The Position

We are seeking an IT Support Technician to join our team! This is an entry-level position. We are looking for candidates with 0-2 years of experience in the Information Technology field. This person must be a good communicator and a person who can manage well when our client is in a pickle and needs strong guidance. The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Support Technician plays an important role in making sure that happens. The IT Support Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way. When help is needed the IT Support Technician can get help from or escalate issues to other members in the Service Desk Team .

Requirements

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Great Communications skills, founded in being a good listener
IT literate – Advanced user level
A deep desire to deliver an amazing Client Experience
Drivers license
The ability to keep up with & adapt to the fast-paced IT world

Nice To Haves

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Professional IT Certifications such as A+, Network+, Security+, Server+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Responsibilities

Customer service
Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting
Use of our Ticketing System
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation in well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
Use of our Remote Monitoring & Management Tool (RMM)
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
Project Work
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the L1 Technician may be required to help with project delivery
Communication, Reporting & Risk
Escalate tickets that require Senior Helpdesk Engineer support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Timesheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
Teamwork
Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Delivery Manager

Benefits

401K
Dental
Life
Medical
Vision
Paid Holidays, including additional choice of 1 out of 4 “Floating Holidays” (Columbus Day, Veteran’s Day, MLK Jr Day, Good Friday)
Generous incentives for reaching Team and Company Goals
We have Health / Dental and Vision covered!
401K with company match
A Proactive Approach to Ongoing Training to help you develop life-long skills