MSP - Helpdesk / Support Desk IT Technician

Technical Analyst - IT Managed Service Provider

D2 Integrated Solutions is looking to add an experienced managed services analyst to our team.

This position will provide information systems technical support for routine customer issues. Duties include, but are not limited to, answering questions or resolving computer, network, and IT problems for clients in person, via telephone, or electronically. Candidate should be able to provide assistance in the use of computer hardware and software, including printing, Microsoft Office, end-user applications, and operating systems and successfully escalate complex technical needs to higher level technical staff. They will own accountability for day-to-day completion of helpdesk technical items/tickets and aid in the execution of projects at the direction of higher level technical staff.

Technical

• Answer/process end user (customer) inquiries regarding basic to intermediate IT issues/requests and provide answers and resolutions.
• Troubleshoot, maintain, and support computer systems and IT infrastructure including but not limited to: desktops, laptops, servers, switches, firewalls/routers, storage devices, wireless access points, etc.
• Troubleshoot, maintain, and support IT software processes and functions including but not limited to: backup, network security, endpoint security, operating systems, productivity applications, email applications, etc.
• Create issue tickets, track time, and document all issue resolution efforts within PSA software.
• Assist higher level technical staff in the execution and delivery of technical projects.
• Document processes completed for provided solutions.
• Document customer infrastructure information including, but not limited to, credentials, network and server infrastructure, and general customer information.
• Identify ways for service team to improve on general service delivery practices and communicate these ideas to management.
• Continually improve technical knowledge by working with more experienced technical staff and by obtaining technical learning/certifications.

Soft Skills

• Ownership, Accountability, Communication, Customer Service, Customer Satisfaction, Self-Awareness (know what you don’t know), Initiative, Thoroughness
• Be able to work successfully in a collaborative team environment
• Need to understand B2B relationship between service provider and customer account
• Understanding that technical services is a revenue generating product for D2 and that there is a direct relationship with the delivery of this job and revenue for the business
• Understanding that "end users” are customers. And understanding that help desk support is D2’s customer service team.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• MSP: 1 year (Required)
• Help desk: 3 years (Required)

Work Location: In person