Desktop Support Technician

Solvere One

Baltimore (MD)

On-site

USD 45,000 - 60,000

Full time

4 days ago

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Benefits offered by this job

401K

PPO healthcare

Dental

Vision

Paid vacation

etc.

Job summary

Solvere One is seeking an Onsite Help Desk Technician in Baltimore, MD to support a client onsite. You will handle Tier 1 incidents via phone and email, resolve end-user issues, and escalate higher-level requests to Tier 2/3 staff.

Daily tasks include configuring hardware, maintaining inventory, and providing AV support for meetings and training. The role requires strong communication, professionalism, and self-motivation in a fast-paced environment.

Qualifications

Provides Tier 1 endpoint and software support in a fast-paced environment.
Must install and support Windows and Mac OS desktops and Office 365.
Ability to troubleshoot mobile devices and configure MFA.

Responsibilities

Identifies, diagnoses, and resolves Tier 1 incidents in a call center environment.
Provides one-on-one end-user problem resolution for company software.
Delivers, configures, and documents desktop hardware and peripherals.
Diagnoses and resolves network, printer, email, and third-party app issues.
Coordinates repair of PC equipment under vendor maintenance.
Performs minor desktop hardware repair.
Creates detailed resolution documentation and logs time in PSA.
Escalates Tier 2 and Tier 3 incidents as needed.
Updates and maintains hardware inventory; provides AV support for rooms.

Skills

Windows OS

Mac OS

Office 365

Mobile troubleshooting

MFA configuration

Tools

ConnectWise Manage

ConnectWise Automate

IT Glue

Sophos

Job description

About the Company

Solvere Onehas established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere Onefocuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth while reducing the cost of IT ownership. Weprovide executive-level, white-glove support.

Opening

Solvere One has an open position for an Onsite Help Desk Technician to provide support to one of our clients located in Baltimore, MD. The duties of the position include fielding incidents via phone and email from client users. The Onsite Help Desk Technician is responsible for resolving all Tier 1 and passing all other requests on to tier 2 and Tier 3 technicians. The technician will also work on projects assigned by internal client IT staff.

Employee will be expected to interact with users onsite daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required.

Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment.

This role reports to the Service Delivery Manager.

Position Requirements

Examples of essential duties are interpreted as being descriptive and not restrictive.

Identifies, diagnoses, and resolves Tier 1 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.
Provides one-on-one end-user problem resolution for company-approved Personal Computer (PC) software.
Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems.
Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements.
Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements.
Create detailed technical documentation for resolutions of issues.
Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time.
Identifies, documents and escalates all Tier 2 and Tier 3 incidents in a timely manner.
Update and maintain hardware inventory
Audio/visual support for conference and training room equipment