Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system.
Troubleshoot and resolve common technical issues related to hardware, software, network connectivity, and peripherals.
Assist with basic software installations, updates, and patches.
Support client onboardings by creating new user accounts and spin up their VMs.
Intake, work, and manage support tickets in AutoTask ticketing system, ensuring issues are addressed and resolved promptly.
Identify complex issues that cannot be resolved at the Tier 1 level and escalate, while ensuring smooth communication with the client and appropriate hand-off.
Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference.
Provide timely updates to clients on ticket status and resolution progress.
Maintain a positive, professional attitude during all client interactions.
Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.

Requirements

High School diploma or equivalent (Degree preferred)
1-2 Years of IT, Help Desk and/or MSP experience
Required Certifications: O365 Fundamentals and Azure Fundamentals
Preferred Certifications: VMware Certified Associate (VCA) and CompTIA A+
Excellent inter-personal skills; as good with people as you are with computers
Experience providing phone support; with strong awareness of positive phone etiquette
Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets)
Experience with basic networking including wireless, wired, security and basic design
Experience with Office 365 administration, Azure AD, and VMWare

Benefits

Health, dental, and vision insurance
401K + employer match
Paid time off and holidays
Opportunities for career growth and development
Formal and structured mentorship
Training and certification support

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootinghardware supportsoftware installationnetwork connectivityVM managementOffice 365 administrationAzure ADbasic networkingticketing systemsdocumentation

Soft Skills

interpersonal skillscommunicationpositive attitudeclient supportproblem-solvingteam collaborationcustomer serviceattention to detailtime managementescalation management

Certifications

O365 FundamentalsAzure FundamentalsVMware Certified AssociateCompTIA A+