MSP IT Helpdesk / IT Support

This position will be responsible for managing 10 to 20 small business networks consisting of 10 computers and 1 server on average.

Experience Desired:

Ability to work with business systems such as CRMS, PRACTICE MANAGEMENT SYSTEMS, PROFESSIONAL AUTOMATION SERVICES

Working knowledge of Network Systems such as VOIP, DHCP, DNS, SQL and Server/Client networking etc. is a must.

Ability to work with TeamViewer, MS Teams, WordPress.

Independent analytical and critical thinking is a must for this position

Minimum Performance Requirements:

Provide all support over the phone.
Resolve incident and service requests within 24 to 48 hours
Resolve 20 to 30 incident or service requests per day


Responsibilities:

Take incident/problem tickets received via telephone, voicemail, e-mail, and from walk-up customers, correctly triage, categorize and prioritize each request in Autotask.com

Document end user issues/requests in Autotask.com. Escalate incidents in a proper and timely manner per procedure to facilitate resolution.

Contact vendors of various systems to obtain resolution and follow-up with end user to ensure satisfaction and productivity.

Network / System Administrator will own their dedicated small networks. Will update second level and management on their progress weekly. Utilize various methods of communication (e.g. in-person, phone, instant message, etc.) to gather information from other as needed.

Typical troubleshooting required: Windows 10, Office 2016, Office 2019/365 Outlook e-mail setup, VPN, network printers and network connectivity issues, Server 2012/2016/2019

Typical shifts: M-F 8 am -- 5 pm PST . The shift will depend on current staff and candidate/client needs.

Required Skills:
- Minimum 2 year of relevant Help-desk/Service desk experience
- Desire to work in fast paced and rapidly changing environment with high incident volume
- Requires strong interpersonal and organizational skills, including the ability to meet deadlines, follow written policies and procedures and maintain superior customer service at all times with users.
- Needs to be good at asking questions that drive to discovery of problem/ troubleshooting
- Open to change and willingness to change
- Must be able to use a reasonable amount of judgment under minimal supervision
- Team-oriented; willing to communicate with other team members, and be an advocate between IT team and end-users
- Must be hungry and want to make IT a career