Remote MSP Help Desk Pro

Strategic Technology Solutions, LLC; Torrance (CA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Wellness resources

Job summary

Strategic Technology Solutions, LLC is seeking a Service Desk Specialist (SDS) to join our Managed Services Division. You will provide tier 1 technical support remotely, assist with tickets, onboarding/offboarding, and escalate as needed.

This role emphasizes client satisfaction and efficient incident resolution in a fast-paced MSP environment. Candidates should have 4+ years in IT, experience with Microsoft environments, virtualization, networking, and MSP tools.

Qualifications

• Demonstrates professionalism, discretion, and good judgment in all interactions.
• Takes initiative and can work independently.
• Strong decision-making, detail-oriented and outstanding project management skills.
• Excellent time management and prioritization abilities.
• Passion for delivering remarkable client experience and success.
• Analytical and creative problem-solving abilities.
• Self-motivated, reliable, and punctual.
• Ability to multi-task and adapt quickly to changes.
• Excellent verbal and written communication skills.
• Understanding of IT support tools and how technology is used to provide IT services.

Responsibilities

• Provide remote and/or on-site support services to clients with professionalism to deliver top-tier experience.
• Act as a resource for the department's reactive tickets queue.
• Understand client requests and respond by severity and escalation needs.
• Achieve high CSAT as an individual metric.
• Perform client resource onboarding and offboarding requests.
• Utilize the ticketing system to work on and resolve tickets.
• Keep detailed notes and meet ticket SLA requirements.
• Follow documented processes throughout the ticket life cycle.
• Utilize remote monitoring and management to aid service delivery incidents.
• Interact with outside vendors to resolve issues.
• Provide guidance and support to team members.
• Create, update and maintain client documentation in the Documentation Management System.
• Escalate tickets needing additional support from Service Delivery Management.
• Document and account for all time worked in the ticketing system.
• Track KPIs including CSAT, Resolution Time, Escalations, SLA breaches, Kill Rate, Ticket Bleed and Utilization Rate.
• Adhere to service desk procedures and security protocols.
• Participate in the On-Call rotation as a technical resource.

Skills

Customer service

Independent work

Time management

Communication

Problem solving

Multi-tasking

Team collaboration

Education

Associate or Bachelor’s degree in CS or related field

Tools

Autotask PSA

Datto RMM

BrightGauge

Hudu

BCDR

Job description

Strategic Technology Solutions, LLC is seeking a Service Desk Specialist (SDS) to join our Managed Services Division. You will provide tier 1 technical support remotely, assist with tickets, onboarding/offboarding, and escalate as needed.

This role emphasizes client satisfaction and efficient incident resolution in a fast-paced MSP environment. Candidates should have 4+ years in IT, experience with Microsoft environments, virtualization, networking, and MSP tools.