Technician, Managed Services

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

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and SSurrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:

The Technician, Managed Services provides initial,tier onetechnical support to customers via inbound calls, email, in-person meetings and video calling by handling inquiries and troubleshooting basic technical product-related issues. The ideal candidate is a dedicated, relentless problem solver who gathers information toidentifyand assess the nature of the problem under moderate supervision. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learningnew technologieson theflywhile solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Requirements:

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and SSurrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:

The Technician, Managed Services provides initial,tier onetechnical support to customers via inbound calls, email, in-person meetings and video calling by handling inquiries and troubleshooting basic technical product-related issues. The ideal candidate is a dedicated, relentless problem solver who gathers information toidentifyand assess the nature of the problem under moderate supervision. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learningnew technologieson theflywhile solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Requirements:

Responsibilities:

• Assistin monitoring and troubleshooting incidents based on established documentation toidentifythe nature and resolution of problems and perform incident escalation as needed.
• Responsible for routing incoming requests, incidents, or changes to theappropriate resolvergroups if unable to troubleshoot the incident based on the established list of responsibilities.
• Must have excellent troubleshooting skills, be able to triage a customer's issue based on the response catalogue, getting to the root of the problem ina timelymatter and document issue(s).
• Provide hardware/software support, documentation, supportlogsand other related information throughout the troubleshooting process.
• Adhere to response catalogue and established team processes and ensure consistent services across all tickets and issues.
• Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
• Provide support to end users with an enthusiastic attitude to analyze,troubleshootand resolve issues tocustomer'ssatisfaction.

Knowledge, Skills, and Abilities:

• Strong oral and written communication skills
• Effective time management and multi-tasking skills
• Maintains the ability to stay organized and be detail-oriented
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
• Knowledge of remote management tools
• Ability to troubleshoot and configure workstations and hardwaresuch as:printers, laptops,etc.
• Ability to lift at least 50 pounds

Experience:

• A minimum of one years' work experience in a professional services position withstrong communicationand interpersonal skills amongst team members and customers
• Preferred experience of 6 months working in a call center environment
• Bachelor’s degree in a related discipline or equivalence of professional work
• Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word, Teams
• Experience with any of the following systems: ConnectWise,Solarwinds, Cisco
• Experience with Mac OS
• Understanding of SharePoint, OneDrive

Certificates, Licenses, Registrations:

• CompTIA A+ certification, Microsoft Windowscertificationand/or Apple Mac OS certificationa plus.

Compensation Package:

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.