Help Desk Support Consultant/ Support Tech (Level 1)

Tahche Outsourcing Services Inc; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Help Desk Support Consultant to join their dynamic team. In this full-time role, you will leverage your technical and customer service skills to assist clients with complex IT challenges. This position offers a unique opportunity to work from home while supporting a variety of clients and projects. You will be responsible for managing expectations, troubleshooting technical issues, and ensuring seamless IT operations. If you're passionate about technology and eager to make a difference, this is the perfect opportunity for you.

Qualifications

• 5+ years of experience in Help Desk Support or similar roles.
• Proficiency in Microsoft 365 and Google Workspace administration.
• Knowledge of network setups and troubleshooting.

Responsibilities

• Manage client expectations and timelines for support tickets.
• Support multiple clients and projects, both remotely and on-site.
• Document work performed and report back to management.

Skills

Customer Service Skills

Technical Troubleshooting

Microsoft 365 Administration

Google Workspace Administration

Windows Support

macOS Support

Network Troubleshooting

IT Support Experience

Tools

ConnectWise Command

IT Glue

Continuum RMM

SonicWall

Meraki

Cisco Small Business

Ubiquiti

Windows Server

Active Directory

Hyper-V

Job description

Help Desk Support Consultant/ Support Tech (Level 1)

Job Openings: Help Desk Support Consultant/ Support Tech (Level 1)

About the job

Our Partner Client is an information technology solutions provider offering IT consulting services & support, custom programming & application development, infrastructure & build-outs, and cybersecurity.

As a Help Desk Support Consultant/ Support Tech (Level 1), you will work closely with some of our largest and most complex clients, using your customer service and technical skills to solve their biggest problems and open up their biggest opportunities.

This is a full-time role, on a US shift, and on a Work From Home setup.

If you have the right skill set, this may be your opportunity to join this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

1. Manage expectations and timelines for tickets with clients.
2. Support multiple clients and projects (usually 3-4 at a time), both remotely and on-site.
3. Perform hands-on work with multiple technologies, including basic firewalls, switches, servers, email services, and general helpdesk support.
4. Document work performed at client meetings, including time spent, and report back to your manager with any follow-up items.
5. Listen to your clients and their stakeholders, learn their business, and tailor your support to meet their needs.
6. Meet regularly with clients to resolve their problems.

QUALIFICATIONS:

1. At least 5 years of relevant experience in a Help Desk Support role or similar position.
2. Experience working with Managed Service Providers (MSP).
3. Proficiency with Microsoft 365 (Exchange, SharePoint, OneDrive, InTune) and Google Workspace administration.
4. Support experience with Windows (8/10/11) and macOS, including installation, configuration, and troubleshooting.
5. Experience with RMM and documentation tools (e.g., ConnectWise Command, IT Glue, Continuum RMM).
6. Knowledge of network setups, upgrades, and troubleshooting (e.g., SonicWall, Meraki, Cisco Small Business, Ubiquiti).
7. Basic to intermediate knowledge of TCP/IP, VPNs, firewalls, DNS, DHCP, and VLANs.
8. IT support experience with complex technology platforms, handling challenging tickets, and end-user onboarding/offboarding.
9. Maintenance and administration of PCs, printers, servers, and peripherals.
10. Onboarding new users, managing software licensing, and maintaining IT inventory.
11. Experience with Windows Server (2016/2019), Active Directory, Group Policy, and Hyper-V administration.
12. Familiarity with cloud technologies (Microsoft 365, Google Workspace, Hosted Exchange, AWS EC2/S3).
13. Knowledge of backup and disaster recovery solutions (Datto, Datto SAAS), including planning and implementation.