ALLIED Help Desk Services is posting this position on behalf of one of our Managed Service Provider clients in Knoxville, TN. ALLIED is functioning as the recruiter and will review and screen candidates and then coordinate interviews with our client. The more experience you have--especially MSP experience-- the higher you will fall in the compensation range listed.

Important things to know about this position before you apply!

• You will work directly for our client and not for ALLIED.
• It is an onsite position near downtown Knoxville.
• Occasional travel may be required to other sites in the area.
• You should expect to participate in an on call rotation.
• The ideal candidate will be a "people person" that also loves technology.

General Description/Position Summary : The IT Help Desk Technician serves primarily as the first point of contact for customer issues and gather information, perform remote and occasional onsite troubleshooting and resolution across a wide spectrum of technologies including desktops (Windows and Mac), Office365, Windows Server including Active Directory & DNS, basic network troubleshooting, etc.

Core duties and responsibilities include:

• Being a friendly, responsive point of contact for our customers.
• Gathering information, analyzing, troubleshooting, evaluating, and resolving a wide array of technology issues.
• Working with peers as necessary to both give and receive support on complex issues.
• Managing client expectations within agreements while developing long-lasting relationships
• Responding to alerts, finding root cause and making recommendations for improvements where possible.
• Identify and suggest possible improvements on procedures, processes, or customer environments.
• Document and maintain each client’s IT infrastructure.
• Effectively apply our methodology and enforce operational/technology alignment readiness standards.
• Provide follow up services to ensure customer satisfaction and resolve client issues.
• Document all work, support tickets, client communication.
• Lead/assist customers in understanding of technology and how to use effectively.
• Periodically travel to client location to analyze, troubleshoot, and diagnose hardware or other problems that cannot be resolved remotely.
• Be part of an on-call rotation.
• Other duties as assigned.

Position Qualifications:

• Able to communicate complex information to a non-technological audience
• Skilled in handling customer concerns in a calm and polished manner
• Functions w/in a team-based environment, and actively participates in achieving team goals
• Attention to detail and excellent communication skills, both orally and in writing
• Effective listening skills with excellent customer satisfaction skills
• Active Directory administration and troubleshooting
• DNS administration and troubleshooting
• Microsoft 365 tenant administration and troubleshooting
• Basic Network troubleshooting experience
• Cybersecurity understanding and application
• Extensive experience working with Windows and Mac OS desktop operating systems