Requirements
Must have:
- High School Diploma or GED is mandatory; additional post-secondary education or training is a plus - A+ and Network+ certification is preferred - At least 4 years of experience in IT support and customer service - Previous employment with a Managed Service Provider is advantageous - In-depth knowledge of specific client environments, software, and IT systems is expected - Proven ability to troubleshoot hardware and software across diverse platforms - Prior experience in a professional office setting is beneficial - Physical capacity to lift up to 50 pounds Other Skills and Abilities:
• Excellent client service skills with a focus on efficient problem resolution - Ability to work autonomously as well as collaboratively in a team - Clear and quick communication skills over the phone and video conferencing - Strong attention to detail and quality of work produced - Capability to thrive in a high-pressure, fast-paced environment - Comfortable interacting with diverse personality types in a friendly and respectful manner - Effective verbal and written communication with colleagues, clients, and community - Proficient in organizing, multitasking, planning, and prioritizing with minimal supervision - A positive, confident, and enthusiastic attitude is essential
Responsibilities:
- Diagnose and resolve IT support issues reported by Premier One clients - Maintain extensive knowledge of client systems and their relationship with Premier One - Keep up-to-date with knowledge of supported Line of Business applications - Build strong rapport with clients via face-to-face interaction, phone calls, and email - Collaborate effectively with Service and Engineering teams - Deliver training, resources, and knowledge transfer to fellow technicians - Develop and manage documentation and Standard Operating Procedures (SOPs) - Provide escalation support for technicians - Be available for on-call responsibilities as assigned by the supervisor - Work with primary systems such as ConnectWise, ScreenConnect, IT Glue, Managed Workplace, Microsoft 365, and others
Company:
At Premier One, we are an IT department dedicated to delivering a human touch, serving clients across the United States for over 30 years. Our work environment is fun, casual, and collaborative, which makes it a great place for talented individuals to thrive. We are currently on the lookout for a Desktop Support Technician II to join our dynamic team. This is a remote position, offering competitive pay, excellent benefits, and generous paid time off. As we continue to grow rapidly, we are committed to fostering a supportive atmosphere where our employees can excel.