What are the responsibilities and job description for the Mid Level Service Desk Support position at MTH Consulting?
Job Overview
We are seeking a proactive and customer-focused Mid-Level Service Desk Support professional to join our team. In this role, you will provide technical assistance to end-users, troubleshoot and resolve hardware and software issues, and ensure timely and effective problem resolution. As the first point of contact for technical support, your ability to diagnose and resolve issues while delivering exceptional customer service will be key to success.
Key Responsibilities
- End-User Support: Provide technical support to end-users on various hardware, software, and peripheral issues via phone, email, or in person.
- Problem Identification and Resolution: Diagnose, research, and resolve technical problems efficiently and effectively.
- Incident Documentation: Document, track, and monitor support requests using ticketing systems to ensure timely resolution and proper escalation when needed.
- Troubleshooting: Serve as the initial point of contact for troubleshooting hardware, software, PC, and printer issues.
- Process Coordination: Ensure all phases of help desk support are properly coordinated, monitored, logged, and resolved in compliance with service-level agreements (SLAs).
- Customer Service Excellence: Maintain a professional and friendly demeanor while assisting users and ensure clear communication throughout the resolution process.
Required Skills and Qualifications
- Proven experience in a service desk or technical support role.
- Strong knowledge of Windows/Mac operating systems, hardware troubleshooting, and software applications.
- Familiarity with ticketing systems and remote support tools.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills to effectively assist non-technical users.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- High school diploma or equivalent; additional technical certifications are a plus.
- Top Secret Clearance
Preferred Qualifications
- Certifications such as CompTIA A , ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
- Experience supporting enterprise-level IT environments.
- Familiarity with Active Directory, Office 365, and basic networking concepts.
- Previous experience with printer and peripheral troubleshooting.
Why Join Us?
- Work in a collaborative and supportive environment where your technical expertise makes a difference.
- Gain exposure to diverse technical challenges and opportunities for professional growth.
- Enjoy competitive compensation, benefits, and training opportunities.
- Be part of a team dedicated to delivering exceptional IT support and service.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Health insurance
Schedule:
- Monday to Friday
Work Location: In person
Salary : $55,000 - $65,000
