Seeking a Service Desk Technician I. In this role, you will play a crucial role in ensuring the smooth operation of IT services for clients and the MRE organization. Your primary responsibilities will involve providing timely and effective technical support to clients and end-users, performing system maintenance, and ensuring the security and performance of IT infrastructure. This role requires excellent problem-solving skills, the ability to work collaboratively with other IT team members, and a commitment to delivering high-quality support.
Responsibilities:
- Providing daily IT support to clients and personnel, resolving queries and issues via email, phone, or in person
- Testing and analyzing IT system and software performance
- Prioritizing and resolving IT concerns, escalating serious issues to relevant stakeholders when necessary
- Performing system installations, updates, and maintenance procedures to avoid service interruptions
- Conducting client patch maintenance and ensuring systems are up-to-date
- Preparing training manuals and FAQ materials for easy-access end-user guidance
- Documenting processes and maintaining service desk records
- Making recommendations to optimize IT performance and prevent future problems
- Collaborating with internal departments to ensure IT needs are met
- Keeping informed of advancements in IT
- Providing after-hours and on-call support as required
Requirements:
- Associate or bachelor’s degree in computer science, information systems, or a similar field
- At least two years of experience in an IT performance analysis and end-user support role
- In-depth and current knowledge of computer programs and hardware
- Proficiency with customer relationship management (CRM) and task management software
- Exceptional analytical and problem-solving skills
- Excellent organizational and time management skills, with the ability to drive change within an organization
- High sense of urgency and expert-level organizational skills required
- Proficiency with the Microsoft Office suite
- Strong interpersonal skills to communicate with project leaders, business analysts, and users to understand business requirements and issues
- Strong team player and entrepreneurial spirit
- Leadership skills with a strong drive to succeed, teach others, and take on new challenges
- Experience with NinjaOne RMM, ConnectWise ITSM, and HaloPSA
- Prior experience with a Managed Service Provider, including entering time, escalations, and client support
