Job Description The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices. Duties and Responsibilities • Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal) • Identifies, researches, and resolves technical problems of moderate complexity. • Responds to telephone, email, and on-line requests for technical support. • Documents, tracks, and monitors the client’s problem using applicable systems and tools. • Coordinate with other teams or departments to resolve service tickets • Assist in the delivery and onboarding of Managed IT services • Escalate unresolved issue to Tier II support level Core Competencies Teamwork • Interacts with people effectively. Able and willing to share and receive information. • Co-operates within the group and across groups. • Supports group decisions and puts group goals ahead of own goals Motivation • Displays energy and enthusiasm in approaching the job. • Commits to putting in additional effort. • Maintains high level of productivity and self-direction. Problem Solving • Analyzes problem by gathering and organizing all relevant information. • Identifies cause and effect relationships. • Comes up with appropriate solutions. Skills and Qualifications Education and Experience • Associates Degree in either Computer Science or IT is preferred • Minimum one-year experience in a technical support or help desk center is preferred • CompTIA A+ Certification is preferred Skills • Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications • Ability to prioritize and multitask assigned issues in a fast-paced work environment • Positive attitude of customer service and integrity • Must be able to communicate with customers in a professional manner • Demonstrated problem troubleshooting, root cause and resolution skills This position is eligible for bonus program