Managed Services Technician — Problem-Solving IT Support Pro

IT Solutions; Town of Florida (NY); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401K plan

Paid holidays

Disability insurance

Life insurance

Mental health support

Job summary

IT Solutions is seeking a Technician, Managed Services to provide initial tier one technical support via calls, email, and in-person meetings. The ideal candidate is a proactive problem solver who gathers information to assess issues under moderate supervision.

Most clients rely on IT Solutions as their sole tech resource, so thoroughness and calm under pressure are essential. Responsibilities include incident monitoring, routing, triage, and collaboration with internal teams and vendors.

Qualifications

• Minimum of one year in a professional services role with strong communication and interpersonal skills.
• Preferred six months call center experience.
• Bachelor’s degree or equivalent professional work experience.
• Experience with Office 365 and Microsoft applications (Excel, Outlook, Word, Teams).
• Experience with systems like ConnectWise, SolarWinds, Cisco.
• Experience with Mac OS and with SharePoint/OneDrive.

Responsibilities

• Assist in monitoring and troubleshooting incidents using established documentation; identify and resolve problems or escalate as needed.
• Route incoming requests to appropriate resolver groups when unable to troubleshoot.
• Triages issues to root cause, documenting results promptly.
• Provide hardware/software support and maintain support logs throughout troubleshooting.
• Adhere to response cataologue and team processes for consistent service across tickets.
• Collaborate with internal teams and vendors to escalate concerns and drive incidents to resolution.
• Support end users with a positive attitude to ensure customer satisfaction.

Skills

Communication

Time management

Organizational skills

Problem solving

Detail-oriented

Remote management tools

Education

Bachelor’s degree in related discipline

Tools

Office 365

Excel

Outlook

Word

Teams

ConnectWise

SolarWinds

Cisco

Mac OS

SharePoint

OneDrive

Job description

IT Solutions is seeking a Technician, Managed Services to provide initial tier one technical support via calls, email, and in-person meetings. The ideal candidate is a proactive problem solver who gathers information to assess issues under moderate supervision.

Most clients rely on IT Solutions as their sole tech resource, so thoroughness and calm under pressure are essential. Responsibilities include incident monitoring, routing, triage, and collaboration with internal teams and vendors.