Service Technician

Service Technician Vertikal6 - 2.0 Warwick, RI Job Details Full-time $40,000 - $50,000 a year 14 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Qualifications Windows High school diploma or GED Customer support ticket management mac

OS IT IP

networking Customer support

Full Job Description Job Overview:

We are seeking a dedicated and customer-focused Level 1 Service Desk Technician to join our frontline technical support team. This position serves as the initial point of contact for end users experiencing IT issues (e.g. hardware, software, and application), playing a crucial role in our service delivery model. The ideal candidate will combine technical aptitude with exceptional communication skills to provide responsive support in a fast-paced, multi-client environment, mostly with non-technical users.

Responsibilities and Duties:

Serve as the first point of contact for customers seeking technical assistance over the phone or email and perform remote troubleshooting and triage for incoming customer issues. Diagnose and resolve common technical issues following standardized processes and knowledge base articles Troubleshoot and resolve issues with third-party applications across multiple client environments. Third-party applications such as DattoRMM, Splashtop SOS, and Auvik. Support both Windows operating systems (primary) and Mac systems (secondary) Provide tier 1 support for Microsoft 365 (M365) applications including Teams, Outlook, OneDrive, SharePoint, and other M365 services. Configure and troubleshoot Microsoft 365 accounts, permissions, and basic settings. Reset passwords and manage user accounts across various operating systems and software platforms. Includes, but not limited to, Active Directory, MacOS, Microsoft Identity (formally Entra/AzureAD), M365, and Jira/Confluence. Perform basic network troubleshooting and connectivity tests Assist with software installations, updates, and basic hardware troubleshooting Properly document, categorize, and prioritize incidents and service requests according to established procedures Using ticketing system to track, record, and communicate requests. Familiarity with Kaseya AutoTask PSA is a plus. Manage and track assigned tickets to ensure timely resolution within established SLAs Remote set up and configure desktop computers, peripherals, and accounts assigning security levels Follow up and update customer status on tickets or projects that you are working on. Escalate complex issues to Level 2/3 support with thorough documentation of troubleshooting steps taken Always provide excellent customer service and carry yourself professionally. Contribute to continuous improvement of service desk processes and documentation

Required Qualifications:

• High school diploma or equivalent; Associate degree in IT-related field preferred
• 0-2 years of technical support experience; Managed Service Provider (MSP) experience a plus
• Proficiency with Windows operating systems and Microsoft 365 suite
• Basic knowledge of Mac OS troubleshooting
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
• Familiarity with remote support tools
• Strong customer service orientation and professional communication skills
• Ability to explain technical concepts to non-technical users
• Excellent problem-solving abilities and attention to detail
• Ability to thrive in a fast-paced environment while managing multiple priorities
• Experience with ticketing systems and documentation

Preferred Qualifications:

• CompTIA A+ certification or equivalent
• Proven experience as a helpdesk technician or other customer support role in an IT environment.
• Experience with RMM tools and PSA systems. Familiarity with Kaseya AutoTask PSA and Datto RMM is preferred.
• Familiarity with Active Directory, Office 365, and Azure
• Previous experience in an MSP or multi-client environment
• Knowledge of ITIL processes and service desk best practices
• Experience with various antivirus solutions and security protocols

Need Not Apply If:

If you do not love working with customers and gain personal satisfaction by helping them solve business problems via IT. If you are not hard-wired to turn over stone after stone until you find the answer. If you do not look at challenges as an opportunity to learn and grow. If you do not enjoy being a part of a team, sharing your knowledge and helping others grow their knowledge. If you do not want to perform all the role's responsibilities and duties.

Job Type:

Full-time Pay:

$40,000.00 - $50,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Ability to

Relocate:

Warwick, RI 02886: Relocate before starting work (Required)

Work Location:

In person