Managed Services Help Desk Technician

NerdsToGo of Bellevue, WA•Bellevue, WA

37d•$22 - $30

About The Position

We are on the lookout for a Help Desk Technician (Nerd) to enhance our team's capabilities. This vital role is geared towards offering first-level technical support, managing incoming support requests, and ensuring a seamless service experience for our clients. The ideal candidate will be an enthusiastic problem-solver, ready to tackle technical challenges head-on and deliver solutions that align with our clients' needs.

Requirements

A foundational degree or certification in a technology-related field, or equivalent practical experience.
At least 2 years of experience in a technical support or help desk role, with a proven track record of resolving customer issues effectively.
Basic knowledge of PC troubleshooting, including familiarity with Windows and Mac OS.
Understanding of networking concepts and devices (routers, switches, firewalls).
Excellent communication and customer service skills, with the ability to explain technical concepts in a clear and understandable manner.
Valid driver's license for potential on-site client visits.

Nice To Haves

A+ certification or similar foundational IT certifications.
Experience with ConnectWise Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools.
Ubiquiti networking experience.
Prior experience in a customer service role, particularly within a technology or managed services environment.

Responsibilities

Deliver first-level support to customers through various channels, including phone, email, and remote access tools, ensuring a prompt, efficient, and pleasant resolution of issues.
Maintain a positive, empathetic, and professional attitude toward customers at all times, embodying the NerdsToGo commitment to white-glove service.
Assist with network troubleshooting, including addressing issues with routers, switches, and Wi-Fi connections.
Deliver technical training to our customers with grace
Perform basic troubleshooting and maintenance of PC hardware and software, identifying issues and implementing solutions.
Act in the role of liaison for our customers with their other technical vendors
Manage and maintain Active Directory and Azure AD environments
Support users in managing their applications and software, including M365 and email.
Contribute to the team by sharing knowledge, training, and supporting Technicians.
Utilize Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) tools to efficiently manage tickets and support requests.
Engage in continuous learning to stay updated on the latest technology trends and solutions, enhancing the team's knowledge base and service offerings.