Tier 1 Managed IT Technician

Usherwood Office Technology; Providence, Warwick (RI, RI); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Bonus program

Job summary

Usherwood Office Technology in Providence, RI is seeking an IT Help Desk Technician to provide end-user support for managed IT clients, handling desktop, mobile, and printer issues and coordinating with teams to resolve tickets. The role requires at least an associate degree in CS or IT, 1 year in a tech support role, and a preference for CompTIA A+.

You will work with a ticketing system, communicate professionally with customers, and participate in a bonus program.

Qualifications

• Associate degree in Computer Science or IT preferred.
• Minimum one-year experience in technical support or help desk preferred.
• CompTIA A+ certification preferred.

Responsibilities

• Respond to service tickets for desktop, tablet, and mobile device issues.
• Identify, research, and resolve moderate IT problems.
• Document and track issues using the ticketing system.
• Coordinate with teams to resolve tickets and onboard managed services.
• Escalate unresolved issues to Tier II support.

Skills

Windows OS

Mobile devices

Customer service

Communication

Troubleshooting

Education

Associate degree in Computer Science or IT

CompTIA A+ Certification

Tools

Ticketing system (ITSM)

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Managed IT Services Providence, Warwick, RI, US

2 days ago Requisition ID: 1188

Salary Range: $23.00 To $26.00 Hourly

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 customersregardingManaged 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, andmonitorsthe client's problem using applicable systems and tools.
• Coordinate with other teams or departments to resolve service tickets
• Assistin 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 inadditionaleffort.
• Maintainshighlevel of productivity and self-direction.

Problem Solving

• Analyzesproblemby gathering and organizing all relevant information.
• Identifiescause and effect relationships.
• Comesup withappropriate solutions.

Skills and Qualifications

Education and Experience

• Associates Degreein either Computer Science or IT is preferred
• Minimum one-year experience in a technical support or help desk center is preferred
• CompTIAA+ 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