MSP Service Desk Technician

Stratix Systems; Reading (Berks County); On-site; USD 42,000 - 60,000; Full time

Job summary

Stratix Systems is growing and seeking an entry to mid-level or industry experienced MSP Service Desk Technician to join our team in Reading, PA. The role focuses on resolving requests for technical assistance on standard applications and maintaining strong customer care and adherence to reporting requirements.

Typical duties include logging calls in ConnectWise, meeting KPIs, troubleshooting issues, handling open calls, and coordinating with management for escalations.

Qualifications

• Two-year degree or technical training with up to two years related experience.
• Desire to obtain relevant certifications may be needed.
• Experience in responsive customer support and MSP environments is a plus.

Responsibilities

• Provide comprehensive remote technical support services to Stratix clients.
• Work within KPIs including Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Troubleshoot issues and escalate as appropriate, ensuring customer satisfaction during calls.

Skills

Technical knowledge

Verbal and written communication

Problem solving

Organizational skills

Customer service

Education

Two-year degree / technical training

Tools

Microsoft Office Suite

Windows OS

Lotus Notes

Internet applications

Job description

Stratix Systems is growing and seeking an entry to mid-level or industry experienced MSP Service Desk Technician to join our team!

Our MSP Service Desk Technician is responsible for resolving incoming requests for technical assistance on standard commercial and proprietary computer applications. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements in the MSP Service Desk Technician role. Consistent customer care, quality standards, and reporting requirements are core competencies of the position.

DUTIES AND RESPONSIBILITIES include but are not limited to:

• Provide comprehensive remote technical support services to Stratix clients
• Work within Key Performance Indicators, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Take all steps to troubleshoot issues reported. Resolve issue or escalat[e] appropriately.
• Take all necessary steps to ensure customer satisfaction throughout the call

Call Logging

• Create and submit detailed call logs documenting customer interactions in ConnectWise. Accuracy, thoroughness, and timeliness are key call logging components
• Confirm and update customer profile information as needed
• Follow all documented escalation procedures, including hand off times, for issues requiring intervention/escalation
• Promptly notify management of any potentially “dissatisfied” customers

Open Calls

• Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.

Knowledge

• Proactively seek and possess business acumen for all clients supported
• Maintain technical proficiency in all applications utilized by clients supported
• Organize and utilize all support resources provided

Achieve continuing education requirements and stay current with the field

• Display a wide degree of creativity and latitude; Think independently and ‘outside the box’ for solutions; use familiarity with a variety of concepts, practices, and procedures; rely on varied yet sometimes limited experience and your own sound judgment to accomplish goals and perform a variety of tasks.

Other tasks

• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported
• Participate in client events, as appropriate (resource on site, client training, etc.)
• Other duties as assigned

Skill Summary:

• Technical knowledge
• Excellent verbal and written communication skills
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

EDUCATION and EXPERIENCE:

• Two-year college degree in computer science or information systems or Technical School, with up to two years related experience; or equivalent combination of education and experience is desired.

COMPUTER SKILLS:

• Strong personal computer skills including electronic mail, record keeping, and internet applications such as Microsoft Office Suite are required.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Professional certifications such as those offered by Microsoft, Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications would be ideal
• A+ and Network+ certifications a huge plus
• Must possess ability to continue to obtain relevant certifications and licenses

WORK SCHEDULE:

Typically 40 hours per week, 8:00am - 5:00pm, Monday through Friday. However, because this role is client focused hours, will vary based on the client need to include evenings or weekends. As a non-exempt employees, overtime is paid at one and one-half times rate for hours worked in excess of 40 per week.

Stratix is an equal-opportunity employer. For more information, please visit our website at www.stratixsystems.com.