MSP Tier 1 Technician
On-siteBixby, Oklahoma, United States
Job Summary
Respond to user issues via phone or email using remote access tools, or provide on-site support when necessary. Diagnose and resolve problems for desktops, laptops, tablets, phones, and networks, implementing corrective solutions including repairs or replacements. Document all troubleshooting processes and user issues for future reference. Setup IT desks for new employees, handling user and email configuration, logins, and printer and telephone installation. Support network environments including wired and wireless connections, VPN, and TCP/IP protocols. Arrange maintenance sessions to identify and mend system inefficiencies. Teach users how to utilize computers correctly and communicate technical solutions clearly.
Required Qualifications
- High school diploma or equivalent
- 2+ years' experience with PC, mobile device, and small network installation, troubleshooting, and repair
- Attention to detail, critical thinking, and analytical skills
- Ability to work effectively with internal and external customers in a team environment
- Thorough knowledge of Windows and OS desktop operating systems
- Basic network setup and troubleshooting
- Diagnostic, troubleshooting, and problem-solving skills for typical user issues
- Ability to solve common problems independently, quickly and completely
- Communicate clearly and effectively with customers, peers, supervisor, and other department members through both verbal and non-verbal communications
- Troubleshoots, resolves, integrates, tests, and maintains operating systems environments such as, but not limited to: Microsoft Family of Operating Systems
- Dexterity and familiarity with hand tools and portable power tools
- 35+ WPM
- Valid Oklahoma driver's license and the ability to operate a motor vehicle appropriate for the job position
- Must be able to see well enough to read reports and use computer: 75-100%
- Must be able to hear well enough to communicate with employees and business contacts: 75-100%
- Must be able to move about the work site: 25-49%
- Must be able to lift at least 75 lbs.: 25-49%
- Must be able to write, type, and use phone system: 75-100%
Desired Qualifications
- Associates or Bachelors in IT, Computer Science or related discipline or relevant experience
- Equivalent IT related certifications
- Preferred previous customer-facing experience
- Aptitude for learning new material quickly
- Able to take the initiative and to work with or without regular supervision
- Process documentation and flowchart skills
- Willingness to learn about VoIP phone systems and MetaSwitch
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