Service Desk Technician Level 1 - MSP

Valeo Networks; Gold River (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Medical insurance

Dental insurance

Vision insurance

Life insurance

Certification reimbursement

Professional development assistance

Job summary

Valeo Networks is seeking a motivated Service Desk/On-site Technician to join our team near Gold River, CA. You will handle on-site support, remote troubleshooting, and issue resolution for clients, while maintaining documentation and adhering to SOPs.

The role requires strong communication, problem-solving, and the ability to work independently on multiple projects. Travel to client sites around Gold River and Sacramento is expected.

Qualifications

• Candidates should provide helpdesk support and resolve problems to client satisfaction.
• Familiarity with remote administration tools and ticketing/CRM systems like ConnectWise is expected.
• Strong documentation, SOP adherence, and professional communication are required.

Responsibilities

• Provide helpdesk support and resolve problems to the client’s satisfaction
• Monitor and respond quickly and effectively to requests from the IT helpdesk using remote tools
• Monitor Service Desk queue and process tickets as assigned
• Utilize and maintain the ConnectWise ticketing/CRM system
• Document internal procedures and follow escalation SOPs
• Troubleshoot issues with Microsoft 365 and other cloud-based suites
• Provide first level support for client software, OS, network, and hardware issues
• Demonstrate professionalism and the ability to work independently on multiple deadlines
• Build strong relationships with management, staff, vendors and clients
• Attend on-sites near Gold River and Sacramento
• Maintain high customer service standards and attention to detail

Skills

Helpdesk support

Remote administration

CRM systems

Documentation

Communication

On-site support

Customer service

Time management

Teamwork

Problem solving

Education

A+

MCP

MCSE

Tools

ConnectWise

Job description

SUMMARY

Tech firm looking to hire a highly motivated, self-driven Service Desk and on-site technical individual; please read the entire description before submitting for candidacy. This position is expected to not just maintain but constantly improve and further your education in the industry. We are looking for someone who lives and breathes tech. You will be part of the technical support team taking care of customers, going on-site, resolving customer issues, installing servers, and firewalls, prioritizing support requests, and troubleshooting end-user tickets. Attention to detail is very important; documentation is a must. The team is responsible for ensuring customers are satisfied, tickets are prioritized, and server/networking issues are resolved and escalated if needed. Attitude is important as you will be dealing with our clients directly; we are also looking for a positive attitude and customer service skills.

SKILLS, KNOWLEDGE & KEY RESPONSIBILITIES

• Provide helpdesk support and resolve problems to the client’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk using remote administration toolset
• Monitor Service Desk for tickets assigned to the queue and process as assigned
• Utilize and maintain the ticketing and CRM system (ConnectWise)
• Document internal procedures
• Follow SOPs for escalation procedures
• Troubleshoot issues with Microsoft 365 and other cloud-based collaborative suites
• Provide first level support for client software, operating system, network, and hardware issues
• Meets required performance metrics and utilization targets
  
• Perceived capacity to exude Personal Credibility and Professional Integrity
• Positive attitude towards people and problems
• Ability to self-start, work independently and achieve high standards to meet multiple deadlines
• Explicitly proficient communicator, including writing, speaking, editing, proofreading and computer skills
• Above-par working capacity, to work in small and large projects with great attention to detail.
• Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
• Adept in developing and maintaining strong relationships with management, staff, vendors and clients.
• Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.
• Excellent problem-solving skills, in both mundane and highly sensitive, complex situations.
• Client on-sites are required hence you must live near Gold River and or Sacramento

EDUCATION & CERTIFICATIONS

A+, MCP, and MCSE, certifications are preferred but not mandatory. A strong candidate would demonstrate the following skills and be able to troubleshoot with a high degree of success.

• Above Basic Comprehension of Network Setups and Configurations
• Previous experience working with IT services a plus
• Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
• Historically Clean Motor Vehicle Driving Record, and the ability to maintain a Clean Driving Record

BENEFITS

We’ve got you covered! Valeo Networks offers a competitive compensation and benefits package, including:

• Paid time off (PTO)
• Paid holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
  
• Certification reimbursement
• Professional development assistance
  
• And more!

ABOUT US

We are Valeo Networks – a full-service, award-winning Managed Security Services Provider (MSSP) – providing cybersecurity, compliance, cloud solutions, network infrastructure, and managed IT services. With a national presence coast-to-coast, Valeo Networks is a one-stop shop for expert IT support!

We are experiencing HUGE growth – firmly seated in thetop 5% of revenue-generating MSSPs nationwide, making Valeo Networks one of the largest MSSPs nationally.With much more growth on the horizon, we are looking for the best and brightest people in the technology industry to join our team! We take pride in having a talented workforce that allowsValeoNetworks to continue to be flexible, adaptable, efficient, and easy to do business with.

A deep understanding of the industry, state-of-the-art technologies, a drive toward continuous innovation, and a top-down focus on employee growth and career progression have contributed to our A+ company culture. We advance technicians faster than the industry standard, and we value career growth for our employees so that we can continue being the trusted technology partner for our clients.

Valeo Networks is constantly evolving and exploring new ways to enhance our business processes, delight our customers, and provide innovative solutions. To accomplish this, we are 100% people-focused. From our colleagues to our partners and clients, we put people first. We build connections with others by being helpful, dependable, communicative, humble, focused, flexible, and not taking ourselves too seriously. We maintain a work-life balance and invest in our team members to increase knowledge and experience.

Valeo Networks provides solutions in the areas of cybersecurity, compliance, cloud, network infrastructure, and managed IT services. With over 20 yearsofindustryexperience, Valeo Networks is headquartered in Rockledge, FL, withadditionallocations nationwide.Learn more at valeonetworks.com.

Our Mission

We empower businesses to realize their full potential through secure, managed solutions.

Our Core Values

• Honesty
• Accountability
• Competency
• Community
• Transformation
• Obsessive Customer Service

People with these virtues are the ones we want to be a part of our team. Our continued commitment to finding the right people is one of the keys to takingValeoNetworks to the next level. These core values lay the groundwork for who we are, where we are going, how we are going to get there, and when we will arrive. It’s a very exciting time atValeo Networks, and we want you to be a part of it!

DISCLAIMER

This is a full-time position – Overtime may be required to handle emergencies, heavy workloads, or other issues.

Client on-sites are required hence you must live near Gold River and or Sacramento.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all employees within this class.

ACCOMMODATIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.