IT Support Technician

Reports To:

The IT Support Technician will report to the Service Desk Team Lead.

The IT Support Technician role is the foundation of MHD IT support. As the first point of contact with clients, this role sets the tone of communication with the clients, establishes, and maintains the working relationship. To be successful in this role, the IT Support Technician resolves problems in a timely manner, communicates appropriately with clients, resolves tickets on first contact, resolves tickets that are escalated from the IT Support Technicians and has the ability to resolve or escalated problem tickets to the Service Desk Team Lead as necessary within established guidelines, as well as create meaningful and prompt time entries in problem tickets.

• Meet or exceed SLA times for support work.
• Maintain 90%-time utilization rate.
• Learn new systems, technologies, and/or procedures to grow in the role, or beyond the role.

• Always maintain excellent communication and relationships with clients.
• Take client requests as they come in.
• Create problem tickets and resolve or escalation to Service Desk Team Lead as necessary.
• Work problem tickets as scheduled/assigned, and alert as necessary.
• Perform onsite work as scheduled/assigned.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
• Make sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.
• Maintain ticket time entries as work is being done.
• Maintain or supplement documentation within MHD documentation guidelines.
• Follow documented procedures for client system changes.
• Submit timesheets at or before the specified time.

This role requires 2-4 years of IT support experience (MSP experience preferred). Technical skills include knowledge of Microsoft Windows 10 operating system, use and support of Microsoft Office applications, support of common business applications, user account creation and maintenance in Active Directory / Microsoft 365, ability to follow written instructions, general understanding of networking (wired and wireless), general understanding of printers, and general understanding of VOIP telephone systems.

An IT Support Technician is a good communicator (both written and oral), is a critical thinker, is detail-oriented, enjoys serving others, and is eager to learn. Working knowledge of virtualization, VMWare, or equivalent. Strong knowledge of systems and networking software, hardware, and networking protocols. Experience with scripting and automation tools. Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols.

Certifications are not required. However, basic certifications from such organizations as CompTIA (ITF+, A+, Network+), Cisco (CCT, CCNA), and Microsoft (MS365 Fundamentals, MTA) will be welcomed accordingly.