MSP Help Desk Technician I

ACTS360 • Plant City, FL

1d • Onsite

About The Position

ACTS360 is looking for a dedicated MSP Help Desk Technician I to join our team. In this entry-level position, you will be the first point of contact for our clients experiencing IT issues. You will provide technical support for hardware and software, troubleshoot and resolve various technical problems, and deliver top-notch customer service. If you are passionate about technology and eager to help others, this role is a great foundation for your career in IT. To be great at this role, you must be willing to pursue and pass entry level IT certificates including, but not limited to, the CompTIA A+, CompTIA Network+, CompTIA Security+, and the Microsoft AZ900 / MS900.

Requirements

• Strong written and verbal communication skills.
• Basic understanding of computer systems, networks, and troubleshooting techniques.
• Ability to work independently and as part of a team.
• Customer-oriented mindset with a passion for helping others.
• Ability to lift and install IT equipment.
• Must be authorized to work in the United States.

Nice To Haves

• Previous experience in a customer service or technical support role
• Completion of relevant IT certifications such as A+, Network+, Security+, and / or MS-900

Responsibilities

• Active participation in the Help Desk 1 phone queue
• Provide first-level contact to end users in a clear and professional manner
• Create and accurately code service tickets
• Identify and redirect urgent tickets to the appropriate resources
• Work through assigned tickets and enter appropriate time entries
• Troubleshoot and resolve end user or infrastructure technical issues
• Follow up with customers and see problems through to resolution
• Ensure proper recording, documentation, and closure of ticket information
• Maintain awareness of ongoing issues and be proactive in customer notification
• Recommend modifications or improvements to client environments
• Properly escalate unresolved tickets to the next level of support
• Preserve and grow your knowledge of Help Desk procedures, products, and services
• Onsite dispatching as needed or directed
• Active participation in the On Call rotation

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) and Matching
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed