• The Associate Technician, Managed Services provides initial, tier one technical support to customers remotely via inbound calls, email, and video calling by handling inquiries and troubleshooting basic technical product related issues.
• The ideal candidate is a dedicated, relentless problem solver who gathers information to identify and assess the nature of the problem based on the identified response catalogue. At IT Solutions, most of our clients rely on us as their sole technological resource.
• This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.
• Assists 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).
• Provides hardware/software support, documentation, support logs and other related information throughout the troubleshooting process.
• Adheres to response catalogue and established team processes and ensures consistent services across all tickets and issues.
• Communicates 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, provides customer updates, and drives incidents to resolution.
• Provides support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Communicates processes step by step with customers over the phone, and at times in person, to troubleshoot technical concerns.

Knowledge, Skills, and Abilities:

• Ability to troubleshoot and configure workstations and hardware such as: printers, laptops, etc.
• CompTIA A+ certification, Microsoft Windows certification and/or Apple macOS certification preferred.
• Confident and comfortable with client facing activity
• Strong oral and written communication skills
• Communicates effectively with internal team members, customers, clients, and stakeholders
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including a detailed-oriented approach, and the ability to multi-task effectively and accurately in a fast-paced environment
• Ability to lift at least 50 pounds