Level I Managed Services Field Technician

Our client is a managed services IT company that serves clients in the Philadelphia and surrounding counties. They are problem solvers; offering strategies and solutions to guarantee that systems are operating optimally.

The Level I Managed Services Field Technician will be assigned to work in client offices in the the Greater Philadelphia and surrounding tri-state area. This role will be responsible for deploying equipment, setting up new workstations, providing technical assistance, and troubleshooting in a Help Desk environment. This role will provide desk side support to all users in the organization and serve as the first point of contact for in-person, email, and phone support requests to the point of resolution.

This role requires local travel to various on-site locations and will require a valid driver’s license & reliable transportation.

Responsibilities include:

• Manage PC set-up and maintain workstation hardware and software upgrades.
• Perform hands-on fixes at the desktop level, including software installations, hardware upgrades, file backups, and configuring systems and applications.
• Deliver impeccable customer service while working with clients to troubleshoot basic hardware and software issues in Windows & Microsoft environments.
• Assist in on-boarding and offboard users, providing support for corporate devices, and assisting in managing and maintaining our MDM solution using Microsoft Intune.
• Create new users within Google Workspace and maintain, install, and implement the environment.
• Efficiently resolve hardware/software issues and perform break/fix tasks to close help desk tickets.
• Meet or exceed case resolution goals based on the Service Level Agreement with clients.
• Exercise in-person customer service skills and be willing to travel locally for on-site client support.

Desired Skills & Experience:

• Proven experience in a Help Desk Environment. Autotask experience a plus.
• A+ Certification in progress or completed preferred but not required.
• Implementation and management of G Suite and Microsoft Intune experience required.
• Server and Cloud experience preferred.
• Fundamental understanding of computer networks, computer hardware, and windows environment.
• Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
• Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
• Must have a valid driver’s license and reliable transportation, that can be used for job-related travel to client offices with minimal notice.
• Standard schedule is M-F 9:00 AM - 5:00 PM

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