Tier 1 Managed IT Technician

1536b186-c03b-48ce-9acc-c2dad0ed97a1•West Warwick, RI

10h•$23 - $26

About The Position

The Tier 1 Managed IT Technician is a key member of the Usherwood team, providing support to managed IT clients. The position provides end-user assistance for a range of IT challenges, including computer hardware and application issues and mobile devices. The role responds to customer service tickets, troubleshoots technical problems, documents and monitors client issues, coordinates with other teams, assists with Managed IT service delivery and onboarding, and escalates unresolved issues to Tier II support.

Requirements

Knowledge of Microsoft Windows operating systems, mobile devices, printers and scanners, Microsoft Office Suite, and ticketing system applications.
Ability to prioritize and multitask assigned issues in a fast-paced work environment.
Positive attitude toward customer service and integrity.
Ability to communicate professionally with customers.
Demonstrated problem troubleshooting, root cause analysis, and resolution skills.

Nice To Haves

Associate degree in Computer Science or IT.
At least one year of experience in a technical support or help desk center.
CompTIA A+ Certification.

Responsibilities

Respond to customer service tickets concerning Managed IT services, including desktop, tablet, and mobile device support, offline servers, software updates, and virus removal.
Identify, research, and resolve technical problems of moderate complexity.
Respond to telephone, email, and online requests for technical support.
Document, track, and monitor client problems using applicable systems and tools.
Coordinate with other teams or departments to resolve service tickets.
Assist in the delivery and onboarding of Managed IT services.
Escalate unresolved issues to Tier II support.