Helpdesk Technician (MSP)

We are currently seeking a knowledgeable and customer-focused MSP Helpdesk Admin to join our team at IT Specialists. As an MSP (Managed Service Provider) Helpdesk Admin, you will be responsible for providing technical support and troubleshooting assistance to our clients. Your role will involve handling incoming helpdesk requests, diagnosing and resolving technical issues, and escalating complex problems to senior technicians when necessary. The ideal candidate for this position will have a strong background in IT support, excellent communication skills, and a passion for providing exceptional customer service.

• Provide technical support and troubleshooting assistance to clients via phone, email, or remote access
• Handle incoming helpdesk requests and document all relevant information in the ticketing system
• Diagnose and resolve technical issues for end-users, maintaining a high level of customer satisfaction
• Escalate complex problems to senior technicians or other team members as needed
• Assist clients with setting up and configuring hardware and software
• Perform regular maintenance and updates on client systems
• Stay up-to-date with the latest technologies and industry trends
• Collaborate with other team members to resolve technical issues and ensure client satisfaction

Requirements

• Proven experience as an MSP Helpdesk Admin or similar role in an MSP
• Strong knowledge of IT support and troubleshooting principles
• Excellent communication and customer service skills
• Ability to diagnose and resolve technical issues in a timely manner
• Experience with ITSM ticketing systems and remote support tools
• Knowledge of Windows and macOS operating systems
• Basic understanding of networking concepts and protocols
• Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development