MSP/IT Service Desk Support Technician

Augustine Consulting is a rapidly growing managed services provider looking for an energetic, organized, client-focused IT professional to join us as a full-time Service Desk Support Technician in our Springdale office.

Our close-knit staff is committed to providing our small and medium-sized business clients in Cincinnati and Dayton with prompt, accurate, and friendly support of Augustine’s industry-leading desktop, networking, telephony, compliance, and security solutions.

The Position

You will join our results-driven team in providing front-line users with local and remote support for computers, tablets, phones, servers, network infrastructure and connectivity, as well as vendor-specific hardware and software, along with some project work.

Your proficiency in technical diagnosis and troubleshooting will be put to the test. You’ll be asked to resolve challenging hardware, software, and connectivity problems as well as walk users through step-by-step solutions.

Working within our ticketing system, you will use your excellent organizational skills to handle multiple open issues, coordinate resolution, and communicate solutions with end users and managers.

After you gain skills and experience in our business, you will participate in occasional after-hours and weekend on-call support.

Requirements

To succeed at Augustine Consulting, you are able to quickly learn new concepts and solve problems promptly, thoughtfully, and effectively with a teachable mindset.

Our business is based on long-term client relationships, so you are driven to cultivate and maintain customer satisfaction in all that you do.

You have strong critical thinking skills and the business sense to look for root causes of persistent problems. You are committed to following established processes, even as you are able to think outside the box. You recognize that success is a team effort and are diligent in doing your part.

You are a reliable self-starter, able to take initiative, focused and organized, oriented to finding solutions rather than placing blame, and given to taking ownership of challenges.

If you are ambitious about your career in information technology and want to develop your technical and business skills while progressing to positions of increasing responsibility, Augustine may be a good fit for you.

Technical Skills

• A solid foundation in the IT industry, such as an AS / BS degree in information technology or two years of relevant experience
• Ability to communicate effectively via phone and email in call center environment
• Strong technical writing and documentation skills
• Familiarity with basic business applications, including Microsoft 365 and other hosted business solutions
• Ability to diagnose and resolve issues with Windows PCs
• Familiarity with common tablets and mobile devices
• Exposure to managing peripheral devices, including printers / scanners, monitors, and UPS devices
• Ability to troubleshoot and explain basic IP network functionality
• Exposure to troubleshooting networking hardware, such as wireless controllers and access points, routers, firewalls and switches
• Basic understanding of cybersecurity best practices
• Experience using a ticketing system and remote management platform a benefit

Additional Details

Service Desk Support Technician is a full-time position, with occasional overtime and weekends as needed. Augustine Consulting offers competitive pay, including bonuses and PTO, health benefits, technical exam reimbursements, and a pleasant, team-oriented work environment.

Application process may involve skills testing, a phone screening interview, and up to two in-person interviews.

Applicant must be able to pass a full background check and drug test. A valid driver's license and a clean driving record are required.

No recruiters, please.