Provide on-site support in Azusa, California
Offer a blend of on-site and remote support
Engage with initial calls and/or emails, create the initial ticket, and escalate as necessary
Ticket maintenance
Follow up with and ensure that tickets are being completed in a timely manner
Maintain and write accurate knowledge base articles
Install and configure computer hardware, software, and peripherals according to organizational standards
Maintain accurate records of computer hardware inventory
Work with the Engineering department and Service Desk Analyst peers to improve skills and knowledge
Complete certifications, as requested.

Requirements

Associates or Bachelors degree in progress
1 year of MSP experience
3 years IT service desk experience
3 years of customer service experience over the phone and email
Managed Service Provider experience
Experience with service desk ticketing systems (Autotask)
Proficiency of Microsoft 365 Admin
Proficiency of Windows 10/11
Proficiency in Microsoft Office Suite and Microsoft Teams
General knowledge of network devices (switches, firewalls, etc)
General knowledge of macOS, including setup, support, and application troubleshooting.
Strong written and verbal communication skills; empathetic customer service approach
Excellent organizational, time management, and multitasking capabilities
Ability to work after hours on-call rotation

Benefits

Competitive salary, as well as employer, contributed health benefits
Unlimited paid time off
Access to a Company cell phone plan
A fast-paced but cooperative environment with endless potential for growth
Celebration events for team and Company successes throughout the year
Fitness & Wellness Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

MSP experienceIT service desk experiencecustomer service experienceservice desk ticketing systemsMicrosoft 365 AdminWindows 10Windows 11Microsoft Office SuiteMicrosoft Teamsnetwork devices

Soft Skills

written communicationverbal communicationempathetic customer serviceorganizational skillstime managementmultitasking

Certifications

Associates degreeBachelors degree