Position PurposeThe Help Desk Technician, Level 1 is a member of the MSP Service Desk team. This position primarily handles front line incident-based support, but may also be directly assigned project related tickets based on the complexity and priority of the request, or as ITaaS workload dictates. This role is responsible for escalating issues to the Team Lead, MSP Service Desk and secondarily to the Manager, MSP Service Desk when additional technical assistance is required. In addition to owning and ensuring that support requests are resolved properly the first time, the Help Desk Technician I is also responsible for meeting ITaaS SLA’s.

Major Responsibilities

  • Resolve assigned customer technical issues
  • Serve as escalation for Help Desk Technician I
  • Escalate as required, within a proper time frame
  • Meet SLA’s
  • Communicate to customers clearly, effectively and professionally
  • Participate in On-Call/After Hours Rotation

Minimum Qualifications

  • Minimum 2 years’ experience providing technical support
  • Microsoft Certified Professional or higher

Special Skills/Equipment

  • Microsoft Office Programs
  • Microsoft Desktop Operating Systems
  • Microsoft Server Administration
  • Computer Networking, including switches. SMB routers and wireless access points
  • Understanding of Evolve IP product sets within 30 Days

Join Us

From a team dedicated to building a rewarding work environment to unlimited education opportunities to being named one of the top places to work in the country. We’re excited to hear from you.