Job Listing
Jr. IT Support Technician
BlueCastle IT Solutions LLC
Cheshire, CT, USA
Compensation
38,000 to $42,000 Annually
Benefits Offered
401K, Dental, Life, Medical, Vision
Employment Type
Full-Time
Why Work Here?
Rapidly develop your technical skills with exposure to a variety of client environments. Insurance Benefits, 401K, IT certification comps.”
We are seeking an Jr. IT Support Technician to join our team!
This is an entry-level position. We are looking for candidates with 0-2 years of experience in the Information Technology field. This is the best position for someone who has a passion for technology and is looking for a foot in the door for the industry. We are less concerned with direct industry experience and more focused on the intangibles – hard-working, intelligent, excellent customer service skills.
This person must be a good communicator and a person who can manage well when our clients are in a pickle and needs strong guidance.
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Jr. IT Support Technician plays an important role in making sure that happens.
The Jr. IT Support Technician handles client requests such as New User setups & Workstation setups. This role handles weekly, monthly, and quarterly recurring tickets to ensure our documentation is up to date, our software and hardware licensing accurate, and all our toolsets running smoothly.
When help is needed the Jr. IT Support Technician can get help from or escalate issues to other members in the Service Desk Team .
RESPONSIBILITIES & TASKS
Principal Activities & Responsibilities :
- Support the IT Support team in maintaining hardware, software, and other client systems
- Support the IT Support team with maintaining and streamlining customer documentation
- Organize and maintain company IT equipment and peripherals
- Perform software and hardware installation upgrades
- Assist with client new user / new workstation setup tasks
- Assist Account Manager with preparation for Technology Business Reviews by running reports and reviewing client environment checklists
Use of our Ticketing System
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service RequestsManaging and recording all work though our Ticketing SystemMake sure that Client Documentation in well maintainedSplit tickets that have several issues into their own individual ticketMake sure that tickets aren’t “stale” throughout the processUse of our Remote Monitoring & Management Tool (RMM)
Review RMM dashboard and apply remediation actions as indicated by our ProcessesReview regularly scheduled / automated actions as indicated by our ProcessesCommunication, Reporting & Risk
Escalate tickets that require higher level Support Desk supportCommunicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issueSubmit Timesheets & Expense reports as indicated on their SOPsIdentify, Communicate and Mitigate potential risks to the Service Delivery Manager and ClientsTeamwork
Follow the schedule provided by the Service Delivery ManagerFollow Standard Operating Procedures (SOPs) for daily / weekly recurring tasksFollow all our Security Procedures and Keeping a Vigilant Eye for Security IssuesIdentify opportunities for improvement and make constructive suggestions for changeContribute to the process of innovative change effectivelyUndertake other duties as required by the Service Delivery ManagerSKILLS & ATTRIBUTES DESIRED
A love of (and ability to) Solve Problems & ChallengesGreat Communications skills, founded in being a good listenerAn understanding of support tools, techniques and how technology is used to provide servicesStrong understanding of operating systems, business applications, printing systems and network systemsMust be able to type quickly and accurately while talking on the phoneA deep desire to deliver an amazing Client ExperienceKnowledge of IT Applications, Software & HardwareThe ability to speak both Geek and humanGreat Communications skills, founded in being a good listenerIT literate – Advanced user levelA deep desire to deliver an amazing Client ExperienceDrivers licenseThe ability to keep up with & adapt to the fast-paced IT worldNICE TO HAVE
Experience using a Ticketing system / RMM Tool and PSA softwareExperience providing support via remote toolsExperience handling Technical Service TicketsExperience and knowledge of working with the Microsoft 365 PlatformProfessional IT Certifications such as A , Network , Security , Server , Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.Client Experience Certifications such as Helpdesk Habits etc.Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.PERKS
Paid Holidays, including additional choice of 1 out of 4 “Floating Holidays” (Columbus Day, Veteran’s Day, MLK Jr Day, Good Friday) and your Birthday OffGenerous incentives for reaching Team and Company GoalsWe have Health / Dental and Vision covered!401K with company matchA Proactive Approach to Ongoing Training to help you develop life-long skillsCAREER GROWTH
For someone looking to progress their role, the Jr. IT Support Technician naturally leads into roles such as : the Level 1 IT Support Technician, IT Support Engineer, Account Manager, Service Delivery Manager, and more
Salary : $38,000 - $42,000
