VersaTrust · 1 day ago
Service Desk Specialist
Radnor, PA
Full-time
Hybrid
Entry Level
$48K/yr - $65K/yr
1+ years expVersaTrust is a technology solutions provider specializing in IT managed services and software development. The Service Desk Specialist - Onsite role provides Tier 1 support to clients, resolving technical issues and ensuring high levels of client satisfaction.
Cloud ComputingInformation TechnologySecurity
Responsibilities
Provide direct, onsite Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner
Maintain recurring onsite commitments to static clients, serving as an onsite technical resource for immediate client needs
Build and maintain strong client relationships, ensuring a thorough understanding of each client’s environment and requirements
Manage client IT systems in line with service level agreements (SLAs) and standard operating procedures (SOPs)
Update and maintain customer documentation to support consistent, high-quality service
Track and update support tickets in real-time within Network Coverage’s ticketing system
Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required
Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCov’s operational objectives
Perform routine checks and updates on client hardware and systems if onsite, addressing potential issues proactively
Collaborate with the managed services team to identify client trends and recommend proactive solutions when necessary
Contribute to team knowledge by producing and updating technical documentation related to client systems as needed
Maintain clear and professional communication with clients, setting expectations and providing updates on ticket progress
Identify opportunities to enhance service efficiency, implement best practices and process improvements where possible
Respond to customer inquiries and complaints promptly and professionally, addressing issues onsite whenever feasible
Stay informed on industry advancements and continuously enhance technical skills to improve support quality
Qualification
Required
Foundational understanding of IT infrastructures, including client/server models, Windows and Mac OS, network protocols, virtualization, and endpoint security
Proficiency with Microsoft client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, and core desktop applications
Familiarity with LAN/WAN connectivity, firewalls, and wireless network solutions
Ability to diagnose and resolve basic technical issues quickly and effectively within an onsite environment
Experience with troubleshooting tools and techniques for endpoint and peripheral devices
Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs
Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders
Active listening skills to fully understand and address client issues
High attention to detail for accurate documentation and record-keeping
Associate's Degree in Information Technology, Computer Science, Network Administration, or a related field (or equivalent work experience)
1-3 years of relevant IT support experience, particularly in roles involving client interaction and hands-on troubleshooting
Preferred
Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MCP, Cisco CCNA) are desirable
Company
VersaTrust
Versatrustis an IT company that provides cloud computing and security services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Danny Owens - CISSP
Founder/CEO - VersaTrust
Company data provided by crunchbase