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BlueCastle IT Solutions · 5 days ago

Jr IT Support Technician - Stamford

Stamford, CT

Full-time

Onsite

New Grad, Entry Level

$38K/yr - $42K/yr

0+ years exp

BlueCastle IT Solutions LLC is seeking a Jr. IT Support Technician to join their team. This entry-level position focuses on providing technical support and ensuring client satisfaction by handling client requests, maintaining documentation, and managing IT equipment.

AdviceConsultingInformation TechnologySecurity

Responsibilities

Support the IT Support team in maintaining hardware, software, and other client systems

Support the IT Support team with maintaining and streamlining customer documentation

Organize and maintain company IT equipment and peripherals

Perform software and hardware installation upgrades

Assist with client new user/new workstation setup tasks

Assist Account Manager with preparation for Technology Business Reviews by running reports and reviewing client environment checklists

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

Managing and recording all work through our Ticketing System

Make sure that Client Documentation is well maintained

Split tickets that have several issues into their own individual ticket

Make sure that tickets aren’t 'stale' throughout the process

Review RMM dashboard and apply remediation actions as indicated by our Processes

Review regularly scheduled/automated actions as indicated by our Processes

Escalate tickets that require higher level Support Desk support

Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

Submit Timesheets & Expense reports as indicated on their SOPs

Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Follow the schedule provided by the Service Delivery Manager

Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

Identify opportunities for improvement and make constructive suggestions for change

Contribute to the process of innovative change effectively

Undertake other duties as required by the Service Delivery Manager

Qualification

Operating systems knowledgeIT Applications knowledgeTicketing system experienceRemote support toolsMicrosoft 365 experienceProfessional IT CertificationsCustomer service skillsProblem-solvingCommunication skillsTeamwork

Required

0-2 years of experience in the Information Technology field

Passion for technology

Hard-working

Intelligent

Excellent customer service skills

Good communicator

Ability to manage well under pressure

Support the IT Support team in maintaining hardware, software, and other client systems

Support the IT Support team with maintaining and streamlining customer documentation

Organize and maintain company IT equipment and peripherals

Perform software and hardware installation upgrades

Assist with client new user/new workstation setup tasks

Use of Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

Managing and recording all work through the Ticketing System

Ensure Client Documentation is well maintained

Split tickets that have several issues into their own individual ticket

Ensure tickets aren't 'stale' throughout the process

Use of Remote Monitoring & Management Tool (RMM)

Review RMM dashboard and apply remediation actions as indicated by Processes

Communicate to the client the status of their ticket every step of the way

Submit Timesheets & Expense reports as indicated on their SOPs

Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Follow the schedule provided by the Service Delivery Manager

Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

Follow all Security Procedures and keep a vigilant eye for Security Issues

Identify opportunities for improvement and make constructive suggestions for change

Contribute to the process of innovative change effectively

Undertake other duties as required by the Service Delivery Manager

A love of (and ability to) solve problems & challenges

Great communication skills, founded in being a good listener

An understanding of support tools, techniques and how technology is used to provide services

Strong understanding of operating systems, business applications, printing systems and network systems

Must be able to type quickly and accurately while talking on the phone

A deep desire to deliver an amazing Client Experience

Knowledge of IT Applications, Software & Hardware

The ability to speak both Geek and human

IT literate – Advanced user level

Drivers license

The ability to keep up with & adapt to the fast-paced IT world

Preferred

Experience using a Ticketing system / RMM Tool and PSA software

Experience providing support via remote tools

Experience handling Technical Service Tickets

Experience and knowledge of working with the Microsoft 365 Platform

Professional IT Certifications such as A+, Network+, Security+, Server+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc

Client Experience Certifications such as Helpdesk Habits etc

Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

Benefits

401K

Dental

Life

Medical

Vision

Paid Holidays, including additional choice of 1 out of 4 “Floating Holidays” (Columbus Day, Veteran’s Day, MLK Jr Day, Good Friday) and your Birthday Off

Generous incentives for reaching Team and Company Goals

We have Health / Dental and Vision covered!

401K with company match

A Proactive Approach to Ongoing Training to help you develop life-long skills