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Tier 1 System Support Technician (Help Desk) [REMOTE]

72% Flex
Full Remote
Full time
Junior (1-2 years)
  • Remote from:United States
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Tier 1 System Support Technician (Help Desk) [REMOTE]

72% Flex
Remote: Full Remote
Contract: Full time
Experience: Junior (1-2 years)
Work from: United States

Offer summary

Qualifications: Minimum 1 year Help Desk experience, Basic technical knowledge supporting Microsoft applications and operating systems.

Key responsabilities:

  • Serve as main contact point for all service requests from clients
  • Collaborate with Third Party Vendors to solve client problems
  • Provide basic technical support, maintain system documentation, ensure prompt handling of customer requests
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B2PLAY
Information Technology & ServicesScaleup

https://b2playapp.com/

11 - 50 Employees

Job description

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Tekmanagement, Inc has been locally owned and operated in the Rogue Valley for 39+ years and we are looking to add a System Support Technician to our team. This is a full-time benefitted position that you start accruing from Day 1. To apply go to tekmanagement.com/careers Requirements/Position Description Position Description The Tier 1 System Support Technician is our first level of support for our clients. You will be exposed to all areas of technology (workstations, servers, printers, networks, hardware & software, as well as vendor specific hardware). You will at times need to work with Third Party Vendors to resolve client issues. Required Skills: - Act as the single point of contact to the customer for all types of service requests - Coordinate scheduling field technical resources - IT Support relating to technical issues involving Microsoft's core business applications and operating systems - Support of disaster recovery solutions - Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security - Basic remote access solution implementation and support: VPN, Terminal Services, and VNC - Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets - System documentation maintenance and review in ConnectWise - Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages - Advanced understanding of operating systems, business applications, printing systems, and network systems - Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care - Diagnosis skills of technical issues - Ability to multi-task and adapt to changes quickly - Technical awareness: ability to match resources to technical issues appropriately - Service awareness of all organization's key IT services for which support is being provided - Understanding of support tools, techniques, and how technology is used to provide IT services - Typing skills to ensure quick and accurate entry of service request details - Self-motivated with the ability to work in a fast-moving environment. - Improve customer service, perception, and satisfaction - Fast turnaround of customer requests. - Ability to work in a team and communicate effectively - Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently - Escalate service requests that require engineer level support - Responsible for entering time and expenses in ConnectWise as it occurs - Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University - Enter all work as service tickets into ConnectWise - 1 year minimum Help Desk experience Preferred Skills: 1 year MSP (Managed Service Provider) experience Previous ConnectWise Manage experience Company Description Tekmanagement Inc. has been providing IT support to businesses in Southern Oregon and Northern California for over 40 years. We were recognized as one of the 100 Best Companies to work for in Oregon according to the Oregon Business 2022 survey.

Tekmanagement Inc. has been providing IT support to businesses in Southern Oregon and Northern California for over 40 years. We were recognized as one of the 100 Best Companies to work for in Oregon according to the Oregon Business 2022 survey.

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Experience
Level of experience :
Junior (1-2 years)
Industry :
Spoken language(s)
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Soft Skills
  • Strong communication skills, empathy, and customer focus
  • Ability to multitask, adapt quickly, and work effectively in a team environment

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