We believe in making IT simple for our clients and hiring the right people to join our team is priority number one to achieve this goal. We have a very successful 30+ year track record providing fantastic service to our mid-market clients throughout the Chicago-land, Wisconsin, and Florida markets. Our rapid growth is causing us to look for a customer focused Level 1, Help Desk team member! We would love to hear from you if you are interested in joining our growing team. Full Job Description ExcalTech is seeking to add to our team! Our quickly growing firm, ExcalTech, is a Managed Service Provider and needs a Tier 1 help desk technician. The Tier I role is responsible for various managed IT support related to on-boarding, ongoing technical maintenance, and remote trouble-shooting support. This is the entry level component of support and customer service skills are key. The Tier I role is a generalist with a broad understanding of the hardware, software, and systems that the customer has on site and is not required to understand the "inner-workings." This role requires NO travel to client sites. This is a in-office role based out of our facility in Rolling Meadows, IL 60008. This role requires knowledge in troubleshooting desktop, software, networking, server, and firewall issues.

RESPONSIBILITIES

Tier I provide support to the ExcalTech customers via phone, chat, email, or face-to-face in the office. Tier I is the first line of support for our customers. Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs. Tier I support uses and adds to a knowledge center for customer calls in ConnectWise. Tier I will communicate and work as a team with Tier II and Tier III to solve a customer's issues. Tier I will use logic and knowledge to solve complex and simplex customer problems. Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers workflow needs Consistently reviews and prioritizes tickets and workload. Works with clients over the phone to investigate issues and provide solutions. Documents calls and resolutions to ensure continuity throughout the team. Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and vendors. Goal of Tier I staff is to close 90% of calls (first call resolution) and escalate any calls/tickets that last over ~45 mins to Tier II support staff.

REQUIRED SKILLS

College diploma or university degree. Related experience in Computer Information Systems/MIS or another business-related field. CompTIA A+, CompTIA Network+ and CompTIA Security+ certification (required within 12 months of hire, training resources and reimbursement is offered.) Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. Excellent organizational and customer service skills Experience with desktop operating systems including Windows 10, Windows 11, and macOS. Experience with server operating systems including Server 2012, Server 2016, Server 2019 and Server 2022 is a plus. Active Directory knowledge a plus. ConnectWise RM, NinjaRMM experience a plus Good problem-solving skills. Excellent customer service skills. Previous experience working in the IT field preferred Must possess solid analytical, communication and technology skills Ability to multi-task with a strong attention to detail Must maintain confidentiality of information Must be a self-motivated individual with a willingness to work well with others on a regular basis

Job Type:

Full-time Pay:

$35,000.00 - $45,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Tuition reimbursement Ability to

Commute:

Rolling Meadows, IL 60008 (Required) Ability to

Relocate:

Rolling Meadows, IL 60008: Relocate before starting work (Required)

Work Location:

In person