Tier 1 Managed IT Technician

IT Help Desk TechnicianThe IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.Duties and ResponsibilitiesRespond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)Identifies, researches, and resolves technical problems of moderate complexity.Responds to telephone, email, and on-line requests for technical support.Documents, tracks, and monitors the client's problem using applicable systems and tools.Coordinate with other teams or departments to resolve service ticketsAssist in the delivery and onboarding of Managed IT servicesEscalate unresolved issue to Tier II support levelCore CompetenciesTeamworkInteracts with people effectively. Able and willing to share and receive information.Co-operates within the group and across groups.Supports group decisions and puts group goals ahead of own goalsMotivationDisplays energy and enthusiasm in approaching the job.Commits to putting in additional effort.Maintains high level of productivity and self-direction.Problem SolvingAnalyzes problem by gathering and organizing all relevant information.Identifies cause and effect relationships.Comes up with appropriate solutions.Skills and QualificationsEducation and ExperienceAssociates Degree in either Computer Science or IT is preferredMinimum one-year experience in a technical support or help desk center is preferredCompTIA A+ Certification is preferredSkillsKnowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applicationsAbility to prioritize and multitask assigned issues in a fast-paced work environmentPositive attitude of customer service and integrityMust be able to communicate with customers in a professional mannerDemonstrated problem troubleshooting, root cause and resolution skillsPosition eligible for bonus program.

This position will report to the Hookset, New Hampshire office.