Job Summary We are seeking a skilled and customer-focused Junior Helpdesk Technician to join our team at an Information Technology Service Provider. The Service Technician will be responsible for providing technical support to clients via phone, email, remote tools, or onsite, resolving service requests, and ensuring that client systems are functioning optimally. The ideal candidate will have excellent technical skills, strong communication abilities, and a passion for delivering exceptional customer service. Responsibilities Customer service Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket. Provide onsite support if required Delight our Clients with a Friendly, Quick and Helpful Experience Provide the Client with basic remote troubleshooting Use of our ticketing system Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests Managing and recording all work though our Ticketing System Ensure that Client Documentation is well maintained Ensure that tickets aren't "stale" throughout the process Use of our monitoring and management tools Review RMM dashboard and apply remediation actions as needed Review regularly scheduled/automated actions Focus on automation/scripting to deliver consistent and quick support to our clients Project Work Collaborate with team members to plan, coordinate, and execute client IT projects. When opportunities arise the Junior / L1 Technician may be required to help with project delivery whether remote or onsite Communication & reporting Escalate tickets that require Senior Helpdesk Engineer support Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue Submit Timesheets & Expense reports as defined by leadership Identify, Communicate and Mitigate potential risks to technical team, leadership, and clients Teamwork Follow the schedule provided by leadership Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues Identify opportunities for improvement and make constructive suggestions for change Contribute to the process of innovative change effectively Undertake other duties as required by the leadership and or senior technical staff Requirements 1-3 years of experience at an MSP providing remote and onsite support to SMB's A love of (and ability to) Solve Problems & Challenges Great Communications skills, founded in being a good listener An understanding of support tools, techniques and how technology is used to provide services Strong understanding of operating systems, business applications, printing systems and network systems Must be able to type quickly and accurately while talking on the phone A deep desire to deliver an amazing Client Experience Knowledge of IT Applications, Software & Hardware The ability to speak both Geek and human IT literate - Advanced user level Valid Drivers license The ability to keep up with & adapt to the fast-paced IT world Nice to Have Experience using a Ticketing system / RMM Tool and PSA software Experience providing support via remote tools Experience handling Technical Service Tickets Experience and knowledge of working with the Microsoft 365 Platform Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. Client Experience Certifications such as Helpdesk Habits etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. Perks Unlimited Vacation Policy Employee Bonus Program We have Health / Dental and Vision covered! An easy-going environment and culture (we all enjoy what we do)

Pay:

$45,000.00 - $60,000.00 per year

Benefits:

401(k) Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Experience:

MSP to

SMB:

1 year (Required) Ability to

Commute:

Mechanicsburg, PA 17050 (Required)

Work Location:

In person