What are the responsibilities and job description for the Level I Managed Services Field Technician position at de-novo-hrconsulting?
Our client is a managed services IT company that serves clients throughout the United States. They are problem solvers; offering strategies and solutions to guarantee that systems are operating optimally.
The Level I Managed Services Field Technician will be assigned to work in client offices in the Youngstown, OH, Pittsburgh, PA and surrounding areas. This role will be responsible for deploying equipment, setting up new workstations, providing technical assistance, and troubleshooting in a Help Desk environment. This role will provide desk side support to all users in the organization and serve as the first point of contact for in-person, email, and phone support requests to the point of resolution.
This role requires local travel to on-site locations in Youngstown, OH, Pittsburgh, PA and surrounding areas and will require a valid driver’s license & the employee’s own reliable transportation.
Responsibilities include:
- Manage PC set-up and maintain workstation hardware and software upgrades.
- Perform hands-on fixes at the desktop level, including software installations, hardware upgrades, file backups, and configuring systems and applications.
- Deliver impeccable customer service while working with clients to troubleshoot basic hardware and software issues in Windows & Microsoft environments.
- Efficiently resolve hardware/software issues and perform break/fix tasks to close help desk tickets.
- Meet or exceed case resolution goals based on the Service Level Agreement with clients.
- Exercise in-person customer service skills and be willing to travel locally for on-site client support.
Desired Skills & Experience:
- Proven experience in a Help Desk Environment. Autotask experience a plus.
- A Certification in progress or completed preferred but not required.
- Server and Cloud experience preferred.
- Fundamental understanding of computer networks, computer hardware, and windows environment.
- Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
- Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
- Must have a valid driver’s license and reliable transportation, that can be used for job-related travel to client offices with minimal notice.
Standard schedule is M-F 9:00 AM - 5:00 PM
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