IT Support Technician - Level 1
BlueCastle IT Solutions LLC
Cheshire, CT, USA

Compensation
$48,000 to $58,000 Annually
($23/hr - $28/hr)

Benefits Offered
401K, Dental, Life, Medical, Vision

Employment Type
Full-Time

Why Work Here?
"Rapidly develop your technical skills with exposure to a variety of client environments. Insurance Benefits, 401K, IT certification comps."

We are seeking an IT Support Technician to join our team!

We're looking for candidates with at least 1-2 years of experience working on an IT support/helpdesk desk. Previous experience working for an MSP (Managed Service Provider) is a big plus. This person must be a good communicator and a person who can manage well when our client is in a pickle and needs strong guidance.

The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Support Technician plays an important role in making sure that happens.

The IT Support Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the IT Support Technician can get help from or escalate issues to other members in the Service Desk Team.

RESPONSIBILITIES & TASKS

Customer service

• Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
• 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
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't "stale" throughout the process

Use of our Remote Monitoring & Management Tool (RMM)

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

Project Work

• From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the L1 Technician may be required to help with project delivery

Communication, Reporting & Risk

• 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 indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Teamwork

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator/Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
• Follow all our Security Procedures and Keep 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 Service Delivery Manager

SKILLS & ATTRIBUTES DESIRED

• 1-2+ years of hands-on IT support/helpdesk experience (required)
• MSP experience strongly preferred
• 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
• 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 and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as A+, Network+, Security+, Server+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.

PERKS

• Paid Holidays, including an additional choice of 1 out of 4 "Floating Holidays" (Columbus Day, Veteran's Day, MLK Jr Day, Good Friday)
• Generous incentives for reaching Team and Company Goals
• We have Health/Dental and Vision covered!
• 401K with company match
• A Proactive Approach to Ongoing Training to Help You Develop Life-Long Skills

CAREER GROWTH
For someone looking to progress their role, the IT Support Technician naturally leads into roles such as: Level 2 IT Support Technician, IT Support Engineer, Account Manager, Service Delivery Manager, and more.