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IT Solutions · 10 hours ago

Associate Technician, Managed Services

MO, St. Louis, US

Full-time

Hybrid

Entry Level

1+ years exp

IT Solutions is a nationally recognized leader in the IT space, specializing in providing high-end technology solutions to small and mid-market businesses. The Associate Technician, Managed Services provides initial, tier one technical support to customers remotely, troubleshooting basic technical product related issues and ensuring excellent customer service.

ConsultingEducationHardwareInformation TechnologyProfessional ServicesSoftware

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Assist in monitoring and troubleshooting incidents based on established documentation to identify the nature and resolution of problems and perform incident escalation as needed

Responsible for routing incoming requests, incidents, or changes to the appropriate resolver groups if unable to troubleshoot the incident based on the established list of responsibilities

Must have excellent troubleshooting skills, be able to triage a customer's issue based on the response catalogue, getting to the root of the problem in a timely matter and document issue(s)

Provide hardware/software support, documentation, support logs and other related information throughout the troubleshooting process

Adhere to response catalogue and established team processes and ensure consistent services across all tickets and issues

Communicate processes step by step with customers over the phone, and at times in person, to troubleshoot technical concerns

Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution

Provide support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction

Communicate processes step by step with customers over the phone, and at times in person, to troubleshoot technical concerns

Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution

Qualification

Troubleshooting skillsRemote management toolsOffice 365Technical supportCommunication skillsTime managementMulti-taskingCustomer serviceMac OSSharePointOneDriveConnectWiseSolarwindsCiscoDetail-orientedProblem solving

Required

Strong oral and written communication skills

Effective time management and multi-tasking skills

Maintains the ability to stay organized and be detail-oriented

Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence

Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment

Knowledge of remote management tools

Ability to lift at least 50 pounds

Ability to troubleshoot and configure workstations and hardware such as: printers, laptops, etc

A minimum of one years' work experience in a professional services position with strong communication and interpersonal skills amongst team members and customers

Associate's degree in a related discipline or equivalence of professional work

Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word, Teams

Experience with any of the following systems: ConnectWise, Solarwinds, Cisco

Experience with Mac OS

Understanding of SharePoint, OneDrive

Preferred

Preferred experience of 6 months working in a call center environment

Benefits

Rich Medical and prescription plans

Dental & Vision

Paid Holidays and Flexible Paid Time Off

401K/401K Roth with Safe Harbor matching

Stock Appreciation Rights

Company-paid life insurance, long-term and short-term disability insurance

Company-paid mental health support & financial wellness services

FSA for medical and dependent care

HSA option with compatible medical plan

Company-paid training, materials, and exams

Performance-based bonuses

Company

IT Solutions

With 30 years of experience as a trusted managed services provider, we're your dedicated partner in navigating the complex world of technology, so you can focus on growing your business.

Founded in 1994

Washington, Pennsylvania, USA

501-1000 employees

https://www.itsolutions-inc.com/

H1B Sponsorship

IT Solutions has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)