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

MRE Consulting jobs

Service Desk Technician I