Desktop Support Technician - Tier 1

Solvere One; New York (NY); Vor Ort; USD 42.000 - 66.000; Vollzeit

Benefits dieser Stelle

401K

PPO healthcare

Dental

Vision

Paid vacation

Zusammenfassung

Solve r One, operating as Solvere One, is hiring an Onsite Help Desk Technician to provide on-site IT support for a client in New York, NY. The role focuses on Tier 1 incident handling, user assistance, and daily IT tasks across Windows and Mac platforms.

Requirements include strong communication, self-motivation, and the ability to work in a fast-paced environment. This is a full-time salaried position with competitive pay and benefits, reporting to the Service Delivery Manager.

Qualifikationen

• Identifies, diagnoses, and resolves Tier 1 incidents for users of PC software and hardware in a call center environment; communicates solutions to end-users.
• Provides one-on-one end-user problem resolution for company-approved PC software.
• Delivers, tags, sets 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.

Aufgaben

• Field incidents via phone and email from client users.
• Provide on-site support to one client site in New York, NY.
• Escalate non-Tier 1 requests to Tier 2 or Tier 3 technicians as needed.
• Assist IT staff with projects and daily on-site tasks.

Kenntnisse

Windows desktop

Mac desktop

Office 365 admin

Mobile troubleshooting

MFA configuration

Tools

ConnectWise Manage

ConnectWise Automate

IT Glue

Sophos

Jobbeschreibung

About the Company

Solve r One has 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 One focuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth while reducing the cost of IT ownership. We provide 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 New York, New York. 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

Required Technical Experience

• Microsoft Windows Desktop OS installation and support
• Apple / Mac Desktop OS installation and support
• Microsoft Office 365 administration and support
• iPhone / Android troubleshooting
• Multi-factor Authentication configuration and support

Preferred Technical Experience

• ConnectWise Manage
• ConnectWise Automate
• IT Glue
• Sophos suite of solutions

This is a full-time, salaried position.

Salary commensurate with experience.

Benefits include

• 401K, PPO healthcare, dental, vision, paid vacation, etc.