Support Desk / Help Desk Technician

PCS Managed Services, LLC; Memphis (TN); On-site; USD 40,000 - 55,000; Full time

Job summary

Join a leading Managed IT services provider as a Support Desk Technician. You'll be a key contributor in diagnosing and resolving IT issues while providing excellent customer service. This full-time role offers competitive benefits including health insurance and professional development opportunities.

Benefits

Health, Dental and Vision Insurance

401K retirement plan

Life Insurance

Paid Time Off (PTO)

Professional development assistance

Qualifications

• 2+ years as IT Support Specialist required.
• Ability to resolve 10-20 daily tickets on average.
• Experience with Microsoft Server Operating Systems.

Responsibilities

• Diagnose, resolve, and document support tickets.
• Provide first contact resolution in Tier1 support.
• Work on multiple priorities in a fast-paced environment.

Skills

Troubleshooting

Communication

Organization

Education

Associate or Bachelor degree in MIS or Computer Science

Tools

Microsoft Office 365

Azure AD

VPN technologies

Job description

Join to apply for the Support Desk / Help Desk Technician role at PCS Managed Services, LLC

Job Description

Are you looking for a company that values its employees and its culture?
Do you enjoy technical troubleshooting and problem solving?
Do you want to surround yourself with passionate, knowledgeable IT experts?
Are you a strong communicator who thrives when helping others?

This could be a good fit for you - and for us! PCS Managed Services, LLC is a Managed IT services provider serving the Memphis and Mid-South area. We are looking for the right person to fill the role of Tier1 IT Support Technician.

Essential Duties and Responsibilities:

The IT Technician position is a key contributor in the success of managing our client’s IT environment. Your primary responsibility is to diagnose, resolve and document support tickets. As a member of our support team, a Tier 1 Support Technician is part of a robust team, who work together to apply the right expertise to every request while exceeding customer expectations on delivering a superior service experience. We strive to provide first contact resolution in Tier1 so our customers can get back to what’s important to them and their customers. This role is not just basic triage and escalate to level 2. We have high expectations and knowledge at our first level.

Knowledge, Skills, and/or Abilities Required:

• 2+ years as IT Support Specialist, direct end-user support is required
• Keen ability to troubleshoot IT issues and dedication follow an issue all the way to resolution
• Excellent written and verbal communication with team members and customers
• A willingness and commitment to learn new things and grow new skill sets
• Ability to work on multiple priorities and/or projects simultaneously
• Can handle the high stress of a fast paced environment
• Ability to work with little supervision
• Organized, detail oriented and self-motivated.
• Take ownership and be accountable for solving support tickets
• Ability to fulfill night and weekend shifts as part of our on-call rotation
• Ability to resolve 10-20 daily tickets on average

Required Technical Skills:

• Advanced knowledge and competency of all Microsoft Workstation Operating Systems and Applications
• Intermediate knowledge in managing Microsoft Server Operating Systems and Networks
• General knowledge managing firewalls, layer 2/3 switches, access points and other networking devices
• Administration of Microsoft Office 365 email, applications, Azure AD and InTune
• Knowledge or Microsoft Active Directory and Group Policy
• Experience working with computer peripherals, such as printers and scanners
• Strong understanding of hardware, software, and network troubleshooting
• Hardware installation
• Experience with VPN technologies; configuring, supporting, and troubleshooting
• Strong understanding of DHCP and DNS configuration and management

Nice Skills to Haves:

• Previous MSP (Managed Service Provider) experience
• Experience working with PSA and RMM tools, such as ConnectWise, Autotask, Kaseya
• Advanced knowledge of Azure AD, SharePoint, MDM, MFA, InTune
• Virtual Environment Management (VMWare, Hyper-V, Hyper-Converged)
• Certifications: A+, Net+, Sec+, MCP, MCSA, MCSE, Microsoft 365
• Continued education: Associate or Bachelor degree in MIS or Computer Science

Company Benefits:

Position is Full-Time, salaried and includes these great benefits:

• Health, Dental and Vision Insurance
• 401K retirement plan
• Life Insurance
• Paid Time Off (PTO)
• 9 paid holidays
• Professional development assistance, training, and certifications

Ready to join the PCS team?

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves.

Interested applicants should submit their resume to [e-mail]. No recruiters, please.