Objective:

As a Help Desk professional at a Managed Service Provider (MSP), you play a crucial role in ensuring efficient and effective IT support for our clients. Your primary responsibility is to provide first-line technical assistance, resolving issues and maintaining high levels of customer satisfaction.

Key Roles and Responsibilities:

First-Line Support:

• Act as the first point of contact for client IT support requests via phone, email, or ticketing system.
• Record and categorize client issues, ensuring accurate documentation of each interaction.
• Issue Diagnosis and Resolution:
• Perform initial problem analysis and attempt resolution using available tools and knowledge resources.
• Escalate complex issues to senior technical staff or third-party vendors as required.

Client Communication:

• Keep clients informed about their issue status, expected resolution times, and any required follow-up actions.
• Communicate technical information to non-technical clients in an understandable manner.

System Monitoring and Maintenance:

• Monitor client systems and networks using MSP tools, identifying and addressing potential issues proactively.
• Perform routine maintenance tasks such as patching software, updating antivirus definitions, and checking backups.

Technical Support:

• Assist clients with the installation, configuration, and troubleshooting of hardware, software, and network systems.
• Provide guidance on IT best practices and security awareness.

Continuous Learning:

• Keep up-to-date with the latest technology trends and updates relevant to MSP services.
• Participate in training and development opportunities to enhance technical and customer service skills.

Collaboration and Teamwork:

• Work collaboratively with other team members to share knowledge and solutions.
• Contribute to team meetings and knowledge base articles to improve overall team efficiency.

Quality Assurance and Feedback:

• Ensure high-quality service delivery by adhering to MSP’s service level agreements (SLAs) and operational procedures.
• Collect and analyze customer feedback to identify areas for improvement.

Qualifications and Skills:

• Basic understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Experience with common IT tools and software is preferred.
• A commitment to providing exceptional customer service.

Education and Experience:

• Relevant degree or certification in IT, Computer Science, or related field is advantageous.
• Prior experience in a help desk or customer support role.

By fulfilling these roles and responsibilities, you will be an integral part of our MSP team, helping to ensure our clients’ IT systems run smoothly and efficiently.

Benefits

Great compensation package for qualified applicants

• Medical / Dental Benefits
• Paid vacation / personal & sick time
• 401K
• Being part of an incredible team
• Gain experience and learn from a talented seasoned team of technical and business professionals

Job Type: Full-time