Responsibilities We are hiring Level 1, Level 2, and Level 3 Help Desk Techs. You have a few primary responsibilities:
Providing Level 1 & 2 technical support to partners through service tickets
Providing routine maintenance for a variety of different computer systems
Acting as an escalation point for Level 1 technicians and addressing higher-level and more complex issues
Providing excellent customer service
You will be accountable for:
Providing level 2 technical support to partners through a combination of phone calls and service ticket notes
Tracking all work in ConnectWise as it is completed and submitting accurate timesheets on a weekly basis
Ensuring through regular communication with the Professional Services, Sales, and Partner Success teams that partners are receiving the excellent level of service MVP expects
Thoroughly documenting solutions that you deploy, repair, or otherwise encounter that aren’t already documented
Embodying the MVP standard of Taking IT to 11!
To be successful, you have:
Ability to adapt in real-time to fresh challenges and shifting priorities
Strong technical skills across a variety of IT disciplines
An unflappably positive attitude even in the face of challenges
Interpersonal, written, and verbal communication skills
Self-awareness of strengths and weaknesses; knowing when to ask for assistance or escalate
Ability to adapt working style and approach to effectively communicate with a diverse range of individuals
A true team-focused spirit, with a willingness to jump in and help your coworkers (we only have room for people who follow any thoughts of “that’s not my job” with “…but I’m happy to have the opportunity to help out my team”)
A collaborative, professional approach to building positive relationships across the organization
Drive to acquire and apply new knowledge or skills to continuously improve personally and professionally
Appreciation of a culture of empowerment and accountability to a team
Credentials and Experience:
2 – 4 years of experience in a help desk situation
Expertise in Microsoft products, including Windows, Windows Server, Office and O365, Microsoft Exchange
Expertise in Active Directory and Group Policy
College degree in Information Technology, Computer Science, or related previous experience
Experience troubleshooting networking concepts including LAN/WAN topology, cabling, routing, and VPNs
Thorough knowledge of troubleshooting computers, networks, and printers
Familiarity with virtualization (VMWare, Citrix, Azure, AWS)
Experience with data backup and disaster recovery support
