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Full-timeDescriptionAlliance InfoSystems, LLC, a Managed Service Provider (MSP), headquartered in Hunt Valley, MD has
an opportunity for a Help Desk Support Technician for its client in Baltimore City.
The successful candidate will have a passion for IT and a desire for continuous improvement and learning. The position will be based 100% at client site and is not remote.
What will the Support Technician do?
- Handle Tier 1 level support of service requests (Microsoft core business applications) in a professional and timely manner—example of technology requests: workstations, servers, printers, networks, and vendor specific hardware and software.
- Support of disaster recovery solutions.
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- Monitor the remote monitoring and management system alerts and notifications--respond accordingly through service tickets. Escalate services requests that require higher level engineering support.
- System documentation maintenance and review in ConnectWise, to include but not limited to, service tickets, entering time and expenses as they occur.
- Communication with internal customers as required in an expeditious manner to keep them informed of incident progress, impending changes, and agreed outages.
- Ensures proactively strives to drive customer service to a positive perception and maintains satisfactory or above level.
Requirements
Do you have what it takes?
Successful candidate will have:
- High School Diploma/GED required.
- 1+ years IT experience required.
- A+ & Net+ preferred
- Experience in a Managed Service Provider (MSP) environment, preferred.
- Good understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to: Windows Server 7/8, 10, Microsoft 365, and Active Directory.
- Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.
- Demonstrated skills to diagnosis technical issues.
- Ability to multi-task and adapt to changes quickly in a fast-paced and changing environment.
- Ability to work effectively in a team.
- Technical awareness: ability to match resources to technical issues appropriately.
- Typing skills to ensure quick and accurate entry of service request details.
- Demonstrated skills in initiative to solve problems utilizing thought process that may not be clearly outlined by processes.
- Valid driver’s license and reliable transportation.
- Strong technical writing skills in order to generate knowledge base articles.
What do we offer?
- Team oriented environment
- Competitive wages - Range is $20 - $29 per hour
- Generous PTO that increases with tenure - 15 PTO Days per year
- 401K + match
- Health, dental, vision insurance
- Flexible Spending Account
- Tuition Reimbursement
- Pet Insurance
