Service Desk Technician (MSP/ConnectWise)
We are a long-standing Cloud and Managed Services Provider with a national presence. We focus on providing comprehensive analytical data and IT services to ensure small and medium-sized businesses are modernized. We offer cyber and network security, IT consultation, cloud computing, server/network support, and hardware support.
The Service Desk Technician (MSP/ConnectWise) supports our consulting teams by providing first-line support of client requests received by email, ticket, or phone. Using remote access software and/or working directly with the client over the phone, the Service Desk Technician (MSP/ConnectWise) will troubleshoot and resolve primarily Tier 1 issues, including password resets, email access issues, authentication questions, simple Microsoft Office application usage, virus scans/removals, and device problems (printers, monitors, mice).
Previous MSP experience is required for the Service Desk Technician (MSP/ConnectWise) role.
Service Desk Technician (MSP/ConnectWise) Responsibilities:
- Promptly acknowledges incoming emails and tickets.
- Answers incoming calls and replies to any voicemails.
- Determines severity and priority of the problem and either works with the client to resolve the problem or escalates the issue to other team members.
- Effectively communicates the status and state of various ticket queues.
- Set up and configure client workstations and laptops so they are ready for delivery. Assist with setting up new hires for clients, ensuring all required software, permissions, and licensing has been provisioned and tested.
Update client documentation and procedures - Enter tickets in ConnectWise for time spent on both client and internal work.
Service Desk Technician (MSP/ConnectWise) Requirements:
- Strong familiarity with Windows 10 and 11, Active Directory, and Office 365
- Capable of basic problem identification/escalation and providing technical support for personal computers, printers, and other peripheral devices
- Basic knowledge of networking and security concepts
- High level of organization and strong attention to detail
- Strong ability to present and explain technical information to a non-technical audience, and effectively communicate orally and in writing.
- Enjoys working with an array of client personalities and has the necessary patience and understanding to work with frustrated end users
- Strong desire to build skill set through self-directed education and coursework that lead to desirable certifications
Service Desk Technician (MSP/ConnectWise) Benefits:
- Medical, Dental, and Vision Insurance
- 401(k) with 3% match
- Hybrid WFH schedule after successful onboarding
- PTO and Paid Holidays
- Certification Reimbursement
- Growth opportunities into System and Network Administration roles
