IT Support Specialist - Your Next Step in Tech

Tomorrow's Technology Today; St. Henry (OH); On-site; USD 38,000 - 48,000; Full time

Job summary

Tomorrow's Technology Today is seeking a Help Desk Support - Level 1 to manage and maintain client networks in a fast-paced MSP environment. You will resolve incidents, monitor alerts, and document outcomes while maintaining strong client communication.

Ideal candidates have 2+ years in computer network management, A+ and MCP certifications preferred, and a willingness to visit client sites. Office-based with potential travel in NW Ohio and NE Indiana.

Qualifications

• Excellent computer skills and knowledge in basic networking configurations.
• Experience and demonstrated proficiency in Windows 11, Microsoft 365, printers.
• Strong client relationship skills.
• Ability to provide and maintain detailed documentation on each job.
• Ability to remain in contact with the client thru the completion of the incident.
• Strong organizational and creative problem solving skills; planning and technical equipment troubleshooting required.
• Excellent listening and communications skills; proficient in English.
• Must be able to multi-task and work in a fast-paced environment.

Responsibilities

• Manage and maintain client networks; ensure client satisfaction.
• Resolve incidents quickly by addressing tickets and monitoring alerts.
• Document steps and outcomes for each incident.
• Maintain communication with clients through incident resolution.
• Balance multiple tasks and coordinate with team to meet SLA requirements.

Skills

Networking basics

Windows 11

Microsoft 365

Printers

Client relations

Documentation

English communication

Education

A+ Certification

Microsoft Certified Professional (MCP)

Tools

Autotask

N-able NCentral

SentinelOne

Ubiquiti

SonicWall

Job description

Help Desk Support - Level 1

Tomorrow's Technology Today is a fast-growing IT Managed Service Provider located in St. Henry, OH serving small and medium sized businesses North-West Ohio and North East Indiana. We deliver worry-free technology that protects and grows our clients' businesses and are highly focused on customer service. Our goal is to build a great company with great people that delivers great results. Your efforts are definitely noticed and appreciated and you can make a real difference and impact!

We need a new member for our team. Intelligence, excellent communication, team-player, hard work and ambition are a given. To fit in, we are looking for someone who has a helpful/positive/can-do attitude, a commitment to excellence, strives to do the right thing (reputation outweighs profit every time), is driven to constant improvement and has the right mix of confidence and humility. If this sounds like you then you've found the right place.

GENERAL SUMMARY:

The Help Desk Support - Level 1 is responsible for managing and maintaining our end client's networks. Ensuring client satisfaction and quieting their networks are essential in this position.

Essential Duties and Responsibilities:

The Help Desk Support - Level 1 position is a key contributor in the success of managing our client's networks. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Excellent computer skills and knowledge in basic networking configurations

Experience and demonstrated proficiency in Windows 11, Microsoft 365, printers

Strong client relationship skills.

Ability to provide and maintain detailed documentation on each job.

Ability to remain in contact with the client thru the completion of the incident.

Strong organizational and creative problem solving skills as well as good planning and technical equipment troubleshooting skills required.

Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job. Must be able to multi-task and operate in a fast paced environment while maintaining a disciplined approach to oversee clients' needs. The ability to understand the clients' requirements and plan the support strategy is essential. Must be able to solve both practical and complex problems and deal with a variety of factors in situations where only limited standardization exists. These problems must often be diagnosed remotely so excellent listening skills, insightful questioning ability, and resourcefulness are required.

Excellent listening and communications skills are required for interaction with other employees, clients and vendors. The ability to communicate in English verbally and in writing is essential. Reports, email correspondence, schedules, presentations are all typical requirements of this position and must be effectively and professionally communicated. Also the interpersonal and communication skills to support a wide variety of users and their technical needs are necessary.

Organized, detail oriented and self-motivated

Problem-solving and planning abilities and the ability to meet reasonable deadlines

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Tasks require walking, sitting, bending, reaching, mobility, and lifting (50 lbs).

The person in this job must be able to drive. A valid driver's license and driving record that is satisfactory to the Company must be demonstrated at hire and periodically thereafter. Having your own reliable transportation is a must as you will occasionally be required to visit client sites.

Ability to build positive and collaborative relationships.

Willingness to develop professionally. Continuing education is a must!

Ability to work with little supervision.

Expected Outcomes:

Success in the Help Desk Support - Level 1 position will be based on your ability to meet or exceed our client's expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements. Willing to record activities for justification to client.

The team will be graded on the profitability of the client agreements and on the amount of incidents that are able to be resolved before affecting the clients. Bonus program based on hours allocated to helpdesk, professional services, and managed services.

Educational/Vocational/Previous Experience Recommendations:

A+ Certification is preferred. Must be attained in first 90 days.

Microsoft Certified Professional (MCP) is preferred or will be required the first year.

2+ years' experience in computer network management is required

Experience in managing end client networks is preferred.

Valid driver's license and reliable transportation is required (occasional client visits are required)

Experience with Autotask, NAble NCentral, Sentinel 1, Ubiquiti, and SonicWall is a plus

Working Conditions:

Normal professional, office environment.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.