Managed Service Provider (MSP) L1/L2 Help Desk Technician

Consider joining our team to serve our managed service clients on our help desk. This is largely in office work but can incorporate on-site visits to clients who are local to Frankfort. You will be working with our IT Help Desk Team to support all our clients who entrust their IT service, who outsource their IT to us, to keep their systems running and their data safe.

In this position, you are the "calm in the storm," the listening ear, when an end-user is experiencing a functional problem with their technology.

You must have a passion and desire to help people and be respectful to end-users who need your help, without being talked down to.

You must have attention to detail, and a commitment to details, including updating our documentation from time to time. A positive attitude, a desire to improve, and being a team player will make you excel in this position with our team.

You will also be participating in onboarding or other special projects from time to time.

You are our first level of support working directly with client users to resolve technology issues remotely. You will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments.

Key Responsibilities

• Via telephone and with remote access tools, clarify the problem at hand, troubleshoot and resolve issues that end-users are experiencing.
• Collaborate with all team member, service coordinators and service managers to help clients with day-to-day activities.
• Manage and complete requests assigned to you by a state-of-the art help desk ticketing system.
• Configure or repair and deploy IT equipment as needed: monitors, desktops, laptops, mobile phones, desk phones.
• Document processed and update pre-existing documentation.
• Provide support for the following key areas: PC's, servers, printer, software, and networking.
• Support Microsoft related products: Active Directory (group membership, password resets and creating users), Office 365, Teams, SharePoint and MS Office suites.
• Support remote access solutions: VPN, Citrix Remote Access, Windows Terminal Server
• Mobile phone support: Apple iPhone IOS and Android for connection and set-up with email and other end-user needs.
• Demonstrated ability to function effectively both independently and within a team as a team player.
• Ability to exercise sound judgement, good listening skills, and strong problem-solving techniques.
• Skill at paying great attention to small details.
• A positive attitude with effective written and verbal communication skills to communicate with colleagues, clients and vendors.
• Ability to deliver highly technical information to less technically savvy individuals
• Strong time management skill
• 1-2 years of relevant work experience is preferred. Experience working in a managed service or outsourced service environment is a huge plus
• Comp TIA A certification is a plus
• A Bachelor's degree or greater is strongly preferred

Key Characteristics for Success in This Position

• Empathy and a desire to help end-users with technical problems
• Self confidence in your abilities, and personal confidence to ask for help (escalate) when necessary
• Attention to detail, in problem solution and entry of the description of the work you completed in our time accounting system
• A positive attitude and a willingness to have fun at work
• Great people skills
• A "I've got your back" approach for team members as well as customers
• An ability with an environment that supports "thinking outside the box" to go beyond the standardized processes with personal initiative
• A "get the job done" attitude, with a critical thinking approach to bringing needed changes back to the entire team, when it is needed
• A desire to improve and a willingness to take on new tasks or endeavors such as training for career improvement and advancement
• Being thirsty for knowledge
• Punctuality

RWK provides managed IT services for companies with 10-300 computers. Our team is always available to help when problems occur so that our customers can keep working. They sleep better knowing their information, their business identity, and their network are secure and protected.

Sometimes this will require emotional intelligence to analyze customer needs and act quickly to fulfill them. The customer issues you'll be working with will often be complex or time-sensitive escalations, and you must expect the unexpected. The following attributes will excel in this position:

• Do you have proven Level 1-2 Help Desk Technician MSP experience?
• Are you intrigued by the root cause of an issue and pursue REAL resolutions?
• Are you motivated by learning and want to work for a company that will invest in your education and growth?
• Do you have outstanding communication skills and work effectively with non-technical end users?
• Are you a practitioner of good habits and efficient with your time entry, client communication and the pursuit of efficiency?
• Do you want to join a supportive, dynamic team of engineers?
• Do you enjoy a flexible remote/onsite work schedule which will allow for traveling to partner locations up to 50% of the time in the Chicagoland and surrounding area?
• Do you enjoy working in a fast-paced environment?

Now, let’s talk about ‘Why you’d want to work at here…’

Yes, we have benefits. Yes, we have a retirement plan. In today’s market, nearly everyone does. We will set you up for success with some initial training, how to utilize our proven processes, and support you in our collaborative environment, each and every day. We have a competitive salary range, and it’s reserved for the right candidate to learn in the interview process. This is a hybrid position that will require weekly on-site visits to clients and the office location in Frankfort, IL.

About You:

· You have a tireless positive attitude

· You have a growth mindset and view challenges as learning opportunities, not failures

· You can put yourself in others’ shoes and see situations from perspectives other than your own

· You want to work at a place and with a team where you can make a difference and have an impact

Benefits and Perks:

• Competitive Annual Salary: $44,000 - $64,000 (based on skills and experience)

• Great benefits: Health, dental and vision insurance, 401k matching, 15 PTO Days, and 7 Paid Holidays

• Hybrid schedule

• A Great Reputation with long term partners

• Fun and Rewarding Environment

• A Supportive Team that is behind our Service department

• Superior office and team culture

More About RWK IT Services:

RWK IT Services is a professional services consulting firm that empowers organizations to do what they do better. We bring the human element to IT and demystify technology, deliver right-sized solutions, from simple to complex and providing voice at the table of business decision-making. We serve business IT needs and provide solutions with balance. We specialize in - Managed, or Outsourced, IT Service for businesses - Cloud Services - and - Cyber Security expertise in these three IT disciplines creates synergy and improved solutions for our clients.

Our Core Values: Positive Attitude, Team Player, Attention to Detail and Desire to Improve

Job Type: Full-time

Pay: $95,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 5 years (Preferred)
• Azure: 3 years (Required)
• Meraki: 3 years (Required)
• Microsoft Windows Server: 3 years (Required)

Work Location: In person

Salary : $44,000 - $64,000