Tier 1 Managed IT Technician

IT Help Desk Technician

Job Description

Usherwood Office Technology is a proud family-owned business with a rich legacy of delivering innovative office technology solutions, including managed IT services, print management, and cutting-edge office equipment. For decades, we have fostered a warm collaborative environment where our employees thrive, building meaningful relationships with teammates who share a passion for excellence and client success. At Usherwood, we are dedicated to empowering our clients and each other. With real opportunities for professional growth and career advancement, you'll work alongside supportive colleagues who make every day rewarding.

The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.

Key Responsibilities:

• Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)
• Identifies, researches, and resolves technical problems of moderate complexity.
• Responds to telephone, email, and on-line requests for technical support.
• Documents, tracks, and monitors the client’s problem 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 issue to Tier II support level.

Skills and qualifications:

• Associates degree in either Computer Science or IT is preferred.
• Minimum one-year experience in a technical support or help desk center is preferred.
• CompTIA A+ Certification is preferred.
• Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications
• Ability to prioritize and multitask assigned issues in a fast-paced work environment.
• Positive attitude of customer service and integrity
• Must be able to communicate with customers in a professional manner.
• Demonstrate problem troubleshooting, root cause, and resolution skills

What We Offer

Equal Opportunity Employer:

At Usherwood Office Technology, we are committed to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to succeed. We proudly provide Equal Employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Our family-owned culture thrives on embracing unique perspectives and we strive to create an environment where every employee can grow, contribute, and belong. Join us in building a brighter, more inclusive future!