Managed Services (MSP) IT Help Desk Support Engineer

Managed Services (MSP) IT Help Desk Support EngineerWe are a full-service technology company that thinks and acts as a business partner to our clients, not just a vendor. We are looking for creative and talented engineers to build the build our team up now and for the future, as we love to promote from within.The Managed Services (MSP) IT Help Desk Support Engineer is a full-time position reporting to our Director of Technology. We work normal hours that are between 8:00AM and 5:00PM, Monday through Friday.

This role is partially hybrid wfh, working partially in office, from home, and on client sites.Essential QualificationsREQUIRED: 1+ years' client-facing IT service desk experience preferably in a managed services or multi-tenant support companyExperience providing IT Support relating to technical issues involving Microsoft's core business applications and operating systemsExperience performing basic troubleshooting and administration of servers, networks (WAN and LAN), routers, firewalls, and cybersecurity best practicesAdvanced technical understanding of operating systems, business applications, printing systems, and network systems.Experience managing and servicing clients through RMM and PSA toolsStrong customer service focus and ability to bring hospitality to each support ticketStrong time management skills and the ability to stay organized during high volumeProfessional written and verbal communication and interpersonal skills including active listening, demonstrating empathy, patience, and a positive attitude.Current IT professional certifications from Microsoft, VMware, Cisco, CompTIA, or other preferred vendors desiredDuties and ResponsibilitiesIT Service DeliveryWork daily in ConnectWise for scheduling, dispatching, and completing service ticketsUnderstand ConnectWise by completing assigned computer-based training, job shadowing, and on-the-job trainingProvide remote and onsite supportAdministration and maintenance of the RMM and other software system alerts, and respond accordingly through service ticketsProvide great documentation of work performed in our PSA tools (eg. ConnectWise)Escalate service or project issues that cannot be completed within Service Level Agreement timeframesOrganizational LeadershipContinue learning and professional development by taking advantage of the company reimbursement for professional IT certifications.BenefitsMedicalVisionDentalLifeShort/Long term disability401K with matchingPaid holidaysPaid vacationPaid sick leave