MSP Help Desk Technician

Trust Tech, LLC offers a comprehensive benefits package to support employees at every stage of their career. The following benefits are available to eligible staff:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Role overview

The MSP Help Desk Technician provides 1st and limited 2nd level IT support for Trust Tech staff and clients. You will handle problem tracking, recording, resolution and escalation of IT services. This is a salaried exempt, on-site role based in Valparaiso, IN, with a typical 40-45 hour work week and occasional after-hours work.

Responsibilities

• Serve as the first point of contact and resolve issues for internal and external customers related to hardware, software, and applications
• Actively monitor IT services and address or escalate issues as needed
• Resolve user-reported problems within your scope of expertise using available tools, following established procedures and policies
• Assist in creating and maintaining Standard Operating Procedures for repeatable scheduled tasks
• Create and maintain an inventory and check in/out procedures for Trust Tech hardware used by Professional Services staff
• Assist in scheduling coordination for engineering staff
• Review and update Help Desk documentation as assigned
• Review and propose modifications to procedures with management
• Gather, input and analyze data for regular reports distributed to internal and external customers
• Obtain concise problem information from customers and convey it clearly
• Provide accurate and timely logging of problems and resolutions in the Service Order management system
• Escalate problems as appropriate following established policies and procedures
• Act as a liaison between customers and engineering staff to ensure accurate problem interpretation and maintain communication during resolution
• Maintain in-depth knowledge of Help Desk supported products and services
• Test and report results of testing for new services or changes scheduled for release
• Collaborate with management to identify Help Desk training that will enhance support delivered to customers
• Successfully complete training and certification requirements assigned by management
• Additional duties as assigned

Requirements

• 3+ years of experience in an end user support or help desk environment
• Outstanding communication skills and the ability to provide IT services by telephone, email, face to face or virtually
• Industry certifications including any combination of: CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA) IT Infrastructure, MOS, MCSA, ITIL Foundation
• Certifications associated with Trust Tech products and services
• Advanced knowledge of Microsoft Windows, ChromeOS, and iOS Operating Systems
• Experience with Internet browsers such as Internet Explorer, Chrome, and Firefox
• Proficiency with productivity software including Microsoft Office and Adobe Acrobat
• Virus and system health monitoring and remediation
• Data backup solutions and services
• Desktop and laptop hardware and peripherals
• Printer support
• Basic to intermediate knowledge of TCP/IP networks, DNS, DHCP
• Basic to intermediate knowledge of Firewall concepts and configuration
• Basic to intermediate knowledge of Switching, Routing concepts and configuration
• Basic to intermediate knowledge of Microsoft Server 2008 R2 and newer
• Basic to intermediate knowledge of VMWare and Hyper-V
• Basic to intermediate knowledge of Cloud service concepts

Technologies

• Microsoft Windows
• ChromeOS
• iOS
• Internet Explorer
• Google Chrome
• Mozilla Firefox
• Microsoft Office
• Adobe Acrobat
• VMWare
• Hyper-V
• Microsoft Server 2008 R2 and newer

Work location and schedule

This is an on-site role based in the Trust Tech office at 213 S. State Rd. 49, Valparaiso, IN. Typical schedule is 40-45 hours per week, generally Monday through Friday, with occasional weekend or after-hours work to minimize business impact during system maintenance or migrations.

Physical demands

• Moderate physical effort; most work is performed while seated at a desk using a desktop or laptop
• Site visits may require standing, walking, and climbing stairs
• Occasional lifting of equipment up to 50 pounds unassisted