Resolve intermediate scheduled and reactive service calls, both onsite and remotely.
Independently install and troubleshoot client hardware and software, ensuring optimal performance and security.
Provide comprehensive IT advice and training to clients, empowering them to leverage technology effectively.
Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify opportunities to enhance service delivery through process improvement suggestions.
Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference.
Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.

Requirements

Associate’s degree in information technology or a related field, or equivalent experience.
3-5 years of IT Helpdesk experience within a Managed Services Provider (MSP) environment
Advanced knowledge of IT and cybersecurity concepts
Strong experience working with IT ticketing systems (e.g., ServiceNow, Jira)
Network+ or Security+ certification (preferred)
Familiarity with TruMethods framework a plus.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

IT Helpdesktroubleshootinghardware installationsoftware installationcybersecurityprocess improvementticket reviewsdocumentation

Soft Skills

customer satisfactioncommunicationrelationship buildingindependencetraining

Certifications

Network+Security+