IT Support Specialist – in Tech

Overview

Help Desk Support - Level 1

Tomorrow's Technology Today is a fast-growing IT Managed Service Provider located in St. Henry, OH serving small and medium sized businesses in North-West Ohio and North East Indiana. We deliver worry-free technology that protects and grows our clients' businesses and are highly focused on customer service. Our goal is to build a great company with great people that delivers great results.

Your efforts are definitely noticed and appreciated and you can make a real difference and impact!

The Help Desk Support - Level 1 is responsible for managing and maintaining our end client e29s networks. Ensuring client satisfaction and quieting their networks are essential in this position.

• The Help Desk Support - Level 1 position is a key contributor in the success of managing our client e29s networks. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.
• Provide and maintain detailed documentation on each job.
• Remain in contact with the client through the completion of the incident.
• Demonstrate strong organizational and problem-solving skills, planning and technical equipment troubleshooting abilities.
• Maintain strong interpersonal skills and the ability to balance multiple tasks in a fast-paced environment while maintaining a disciplined approach to client needs.
• Understand client requirements and plan the support strategy; diagnose practical and complex problems remotely with excellent listening, questioning, and resourcefulness.
• Communicate effectively with employees, clients, and vendors in English, both verbally and in writing.
• Build positive, collaborative relationships and work with little supervision; continue professional development as required.
• Meet and exceed client expectations and SLA requirements; document activities for justification to clients.

• Excellent computer skills and knowledge of basic networking configurations.
• Experience and proficiency in Windows 11, Microsoft 365, and printers.
• Strong client relationship skills.
• Ability to provide and maintain detailed documentation on each job.
• Ability to stay in contact with the client through incident resolution.
• Strong organizational and creative problem-solving abilities and good planning and technical equipment troubleshooting skills.
• Strong interpersonal skills and the ability to balance multiple tasks and manage stress in a fast-paced environment.
• Excellent listening and communications skills; ability to communicate effectively in English in writing and speech.
• Organized, detail-oriented, and self-motivated.
• Problem-solving and planning abilities with the ability to meet reasonable deadlines.

• The physical demands may include walking, sitting, bending, reaching, mobility, and lifting up to 50 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Must be able to drive; a valid driver e29s license and satisfactory driving record are required at hire and periodically thereafter. Reliable transportation is a must due to occasional client visits.
• Educational/
  
  Experience:
  
  A+ Certification is preferred and should be attained in the first 90 days. Microsoft Certified Professional (MCP) is preferred or required in the first year. 2+ years of experience in computer network management is required; experience managing end client networks is preferred. Experience with Auto Task, N-able NCentral, Sentinel One, Ubiquiti, and Sonic Wall is a plus.

Normal professional office environment.

Success in the Help Desk Support - Level 1 position will be based on the ability to meet or exceed client expectations and SLA requirements, and by the ability to record activities for justification to the client. The team will be graded on the profitability of client agreements and on the number of incidents resolved before affecting clients. A bonus program is based on hours allocated to helpdesk, professional services, and managed services.

The statements above describe the general nature and level of work performed by people assigned to this job. Other duties may be assigned as needed.