Strategic Technology Solutions, LLC · 5 hours ago
MSP Help Desk Specialist/Sys Admin -
United States
Full-time
Remote
Mid, Senior Level
4+ years expStrategic Technology Solutions, LLC is seeking a Service Desk Specialist (SDS) to provide technical expertise within their Managed Services Division. The SDS will focus on client satisfaction, ensuring high service quality and efficiency while managing support tickets and client onboarding processes.
ConsultingCyber SecurityInformation ServicesInformation TechnologyIT Management
Responsibilities
Provide remote and/or on-site support services to clients with the highest level of professionalism to provide top-tier experience
Provide clients with the highest level of professionalism to provide top-tier experience
Act as a resource for the department's reactive tickets queue
Understand client requests and react according to severity and escalation needs
Achieve 95% CSAT consistently as an individual metric
Perform client resource onboarding and offboarding requests
Utilize the ticketing system to work on and resolve tickets and requests
Ability to keep detailed notes on tickets and meet ticket SLA requirements
Follow the documented processes throughout the entire ticket life cycle
Utilize the remote monitoring and management solution to aid in the completion of Service Delivery incidents and requests
Ability to interact with outside vendors to resolve support issues
Provide guidance and support to team members
Create, update and maintain Client Documentation in the Documentation Management System
Escalate tickets that require additional support from Service Delivery Management
Document and account for all time worked within the ticketing system
KPIs include CSAT, Resolution Time, Escalations, SLA Breach, Kill Rate, Ticket Bleed and Utilization Rate
Adhere to service desk procedures and company security protocols
Participate in the On-Call rotation as a technical resource
The company reserves the right to add or change duties and responsibilities at any time
Qualification
Required
Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, clients, and others
Takes initiative and can work independently
Strong decision-making, detail-oriented and outstanding project management skills
Demonstrates excellent time management
Passion for delivering remarkable client experience and success
Proven analytical and creative problem-solving abilities
Self-motivated, reliable, and punctual
Ability to multi-task, pivot and adapt to changes quickly
Demonstrates excellent verbal and written communication skills
Understanding of support tools, techniques, and how technology is used to provide IT services
Experience in operating in a service focused department with the highest levels of client satisfaction as the core goal
Experience in multiple technologies including physical and virtual infrastructure, networking components, and Microsoft environments
Minimum 4+ years of experience within relevant IT fields
Has active (or ability to attain) Microsoft certifications, including but not limited to Cloud & AI Platforms, AI Business Solutions or Security
Experience working for a Managed Service Provider (MSP) or IT Service Providers
Experience in configuring and managing of network Infrastructure including firewalls, switches, wireless access points and VPN technologies
Experience in configuring and supporting Enterprise Infrastructure, including Hyper-V or VMware (ESX/vCenter), Virtual Desktops, and other hardware, including physical servers and storage appliances
Experience in configuration and support of major Microsoft technologies including Entra ID, Intune, Office365, Azure, SharePoint, Teams and on-premises operating systems
Familiarity with MSP tools like Autotask PSA, Datto RMM and BCDR, BrightGauge and Hudu
Familiarity with security technologies, risk management and industry frameworks or standards such as CIS, NIST and SOC2 or similar
Associate or bachelor's degree, in computer science, information sciences, or related field preferred
Must be able to work 9-6pm PST
This role requires full professional commitment; outside employment, consulting, or “moonlighting” is not permitted during the term of employment
Preferred
Experience using with Legal Technology such as iManage and NetDocuments a plus
Experience with virtual desktop, DaaS or Windows PC a plus
Benefits
401(k)
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Wellness resources
Company
Strategic Technology Solutions, LLC
We don’t just solve IT problems—we solve business problems.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Sam Sheth
Chief Information Officer
Recent News
Company data provided by crunchbase