Full-Time Level 3 IT Helpdesk Technician

• Provide first-level technical support to clients via phone, email, and remote access.
• Diagnose and resolve hardware, software, and network issues for multiple clients.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Troubleshoot Windows Desktop and Microsoft Office applications.
• Assist with user account management, including password resets and access provisioning.
• Monitor and respond to helpdesk tickets promptly, ensuring SLAs are met.
• Escalate complex issues to higher-level support teams when necessary.
• Document and track issues, resolutions, and procedures in the helpdesk system.
• Conduct remote troubleshooting and provide clear instructions to clients.
• Assist with IT projects for clients, such as system upgrades, deployments, and email migrations.
• Deliver excellent customer service and ensure client satisfaction.

• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Experience in an MSP environment is a plus.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory and Office 365 administration.
• Familiarity with networking concepts and remote desktop tools.
• Strong skills in creating and maintaining accurate and clear technical documentation.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and collaboratively within a team.
• Quick learner with a growth mindset.
• Self-starter with a proactive and positive attitude.
• Intellectually curious and passionate about exploring new technologies and solutions.

• Networking: Basic to intermediate knowledge of networking principles and equipment.
• VOIP/Phones: Familiarity with VOIP systems and telephony.
• Print: Experience in managing and troubleshooting print environments.
• Security: Understanding of IT security principles and practices.

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