Help Desk/Desktop Support Technician

Solvere One

Baltimore (MD)

On-site

USD 52,000 - 76,000

Full time

3 days ago

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Benefits offered by this job

401K

PPO healthcare

Dental

Vision

Paid vacation

Job summary

Solvere One in Baltimore, MD is seeking an Onsite Help Desk Technician to provide Tier 1 support for a client. You'll handle phone and email incidents, configure PCs, and assist with AV equipment in training rooms.

Daily onsite interaction with users requires professionalism and strong communication. The role emphasizes problem resolution, documentation, and escalation procedures within a fast-paced MSP environment.

Qualifications

Provides Tier 1 help desk support to end users via phone and email.
Configures and troubleshoots Windows/Mac desktops and peripherals.
Supports Office 365 admin tasks and user issues.
Assists with iPhone/Android device problems and app usage.
Configures multi-factor authentication for users and accounts.
Documents resolutions and updates PSA time entries.
Escalates Tier 2/3 issues promptly with full context.
Maintains hardware inventory and assists with AV setups.

Responsibilities

Resolve Tier 1 incidents for end users in a call center/desk setting.
Provide one-on-one end-user problem resolution for company software.
Set up and configure end-user PC hardware and peripherals.
Troubleshoot network, email, printer and third-party app issues.
Coordinate timely repair of PC equipment with vendors when needed.
Create and update technical documentation for resolutions.
Log time and track work in PSA platform in real time.
Escalate Tier 2/3 incidents as required.

Tools

Windows OS

Mac OS

Office 365

Mobile device support

MFA configuration

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