MSP Help Desk Technician - Tier I

Solvere One/HouseCall • VA

89d

About The Position

Solvere One has an open position for a Help Desk Technician, Tier 1, to provide support from our Dulles, Virginia headquarters. The duties of the position include fielding incidents via phone and email from client end-users. Help Desk Technician Tier 1 is responsible for resolving all tier 1 issues over the phone and passing all other requests on to Tier 2 technicians. Employees will be expected to remotely interact with clients daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required. Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment. This role reports to the Service Delivery Manager.

Requirements

• Microsoft Windows Desktop OS installation and support
• Microsoft Office 365 installation and support

Nice To Haves

• ConnectWise Manage
• ConnectWise Automate
• IT Glue

Responsibilities

• Identifies, diagnoses, and resolves Tier 1 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.
• Provides one-on-one end-user problem resolution over the phone for company-approved Personal Computer (PC) software.
• Delivers, tags, sets up, and assists in configuring end-user PC desktop hardware, software, and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems.
• Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements.
• Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements.
• Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time.
• Identifies, documents, and escalates all Tier 2 and Tier 3 incidents in a timely manner.

Benefits

• 401K
• PPO healthcare
• dental
• vision
• paid vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees