IT Specialists
Helpdesk Technician (MSP)
IT Specialists, Colorado Springs, Colorado, United States, 80509
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.
Responsibilities
Provide technical support and troubleshooting assistance to clients via phone, email, or remote accessHandle incoming helpdesk requests and document all relevant information in the ticketing systemDiagnose and resolve technical issues for end-users, maintaining a high level of customer satisfactionEscalate complex problems to senior technicians or other team members as neededAssist clients with setting up and configuring hardware and softwarePerform regular maintenance and updates on client systemsStay up-to-date with the latest technologies and industry trendsCollaborate with other team members to resolve technical issues and ensure client satisfactionRequirements
Proven experience as an MSP Helpdesk Admin or similar role in an MSPStrong knowledge of IT support and troubleshooting principlesExcellent communication and customer service skillsAbility to diagnose and resolve technical issues in a timely mannerExperience with ITSM ticketing systems and remote support toolsKnowledge of Windows and macOS operating systemsBasic understanding of networking concepts and protocolsIndustry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plusBachelor's degree in Information Technology, Computer Science, or a related field is preferredBenefits
Health Care Plan (Medical, Dental & Vision)Life Insurance (Basic, Voluntary & AD&D)Paid Time Off (Vacation, Sick & Public Holidays)Training & Development
Responsibilities
Provide technical support and troubleshooting assistance to clients via phone, email, or remote accessHandle incoming helpdesk requests and document all relevant information in the ticketing systemDiagnose and resolve technical issues for end-users, maintaining a high level of customer satisfactionEscalate complex problems to senior technicians or other team members as neededAssist clients with setting up and configuring hardware and softwarePerform regular maintenance and updates on client systemsStay up-to-date with the latest technologies and industry trendsCollaborate with other team members to resolve technical issues and ensure client satisfactionRequirements
Proven experience as an MSP Helpdesk Admin or similar role in an MSPStrong knowledge of IT support and troubleshooting principlesExcellent communication and customer service skillsAbility to diagnose and resolve technical issues in a timely mannerExperience with ITSM ticketing systems and remote support toolsKnowledge of Windows and macOS operating systemsBasic understanding of networking concepts and protocolsIndustry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plusBachelor's degree in Information Technology, Computer Science, or a related field is preferredBenefits
Health Care Plan (Medical, Dental & Vision)Life Insurance (Basic, Voluntary & AD&D)Paid Time Off (Vacation, Sick & Public Holidays)Training & Development