Tier 1 Managed IT Technician

Usherwood Office Technology; City of Albany (NY); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Bonus program

Job summary

Usherwood Office Technology is seeking an IT Help Desk Technician in Albany, NY. You will provide vital support for all managed IT clients, tackling various challenges from hardware issues to mobile device management.

The ideal candidate should have an Associates Degree in Computer Science or IT, and at least one year of experience in a help desk environment. This role offers a dynamic opportunity to work with a Microsoft Gold Partner.

Successful applicants will demonstrate a strong customer service orientation and problem-solving abilities, with opportunities for bonuses as part of the role.

Qualifications

• Associates Degree in Computer Science or IT preferred.
• Minimum one-year experience in a technical support or help desk center preferred.
• CompTIA A+ Certification preferred.

Responsibilities

• Respond to service tickets regarding Managed IT services.
• Identify, research, and resolve technical problems.
• Document, track, and monitor client problems.

Skills

Knowledge of Microsoft Windows operating systems

Knowledge of mobile devices

Knowledge of Microsoft Office Suite

Ability to prioritize and multitask

Positive attitude towards customer service

Demonstrated problem troubleshooting skills

Education

Associates Degree in Computer Science or IT

CompTIA A+ Certification

Tools

Ticketing system applications

Job description

Job Description

The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.

Duties And Responsibilities

• Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)
• Identifies, researches, and resolves technical problems of moderate complexity.
• Responds to telephone, email, and on-line requests for technical support.
• Documents, tracks, and monitors the client’s problem using applicable systems and tools.
• Coordinate with other teams or departments to resolve service tickets
• Assist in the delivery and onboarding of Managed IT services
• Escalate unresolved issue to Tier II support level

Core Competencies

Teamwork

• Interacts with people effectively. Able and willing to share and receive information.
• Co-operates within the group and across groups.
• Supports group decisions and puts group goals ahead of own goals

Motivation

• Displays energy and enthusiasm in approaching the job.
• Commits to putting in additional effort.
• Maintains high level of productivity and self-direction.

Problem Solving

• Analyzes problem by gathering and organizing all relevant information.
• Identifies cause and effect relationships.
• Comes up with appropriate solutions.

  Skills And Qualifications

  Education and Experience

  • Associates Degree in either Computer Science or IT is preferred
  • Minimum one-year experience in a technical support or help desk center is preferred
  • CompTIA A+ Certification is preferred

  Skills

  • Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications
  • Ability to prioritize and multitask assigned issues in a fast-paced work environment
  • Positive attitude of customer service and integrity
  • Must be able to communicate with customers in a professional manner
  • Demonstrated problem troubleshooting, root cause and resolution skills

  This position is eligible for bonus program